We seek a hard-working and highly motivated Customer Experience Specialist with strong communication, and customer service skills to work with a fun and dynamic team in the most exciting and fast-paced cannabis industry across the United States at Steep Hill’s New Mexico location in Albuquerque. The role of Customer Experience Specialist is extremely important and requires a multifaceted skill set. Representing Steep Hill as the first point of contact at the front desk, the successful candidate will be the first impression for customers. The ability to work across a variety of tasks, in a production environment, is an essential attribute for the successful candidate.
The Customer Experience Specialist reports to the Lab Manager of New Mexico, and the Director of Customer Experience at HQ in Berkeley, CA. The Customer Experience Specialist will be expected to work across a variety of tasks with attention to detail, organization, and professionalism. In addition to answering basic sales inquiries, relaying messages, and following up with basic client requests, the Customer Experience Specialist is responsible for collecting payment for products and services, and maintaining client records. This role also functions as the main intake resource for the customer test specimens, logging in samples to the laboratory information management system (LIMS) in a manner that will ensure chain of custody validity and keeps the sample receiving area organized, clean and with a professional appearance.
Steep Hill is a rapidly expanding cannabis science and technology company with the feel of a startup, offering the opportunity for cross-training, internal advancement, and the chance to be a vital part of a close-knit team. Steep Hill operates from a central hub in Berkeley, CA with laboratory locations expanding throughout the United States and internationally. Steep Hill is committed to “Leading the Science of Cannabis. Globally.” ℠ KEY RESPONSIBILITIES:
Provide amazing customer interaction and support
Picking up customer samples
Log samples and payment into our database and MyLab
Adheres to sample intake policies and procedures
Performs a variety of clerical tasks that include maintaining spreadsheets, managing and organizing customer records, managing shipments
Answers telephone, screens callers, relays messages, greets visitors, maintains calendars and schedules consultation appointments
Helps support the sales and marketing development when needed
Respond to and log customer support tickets
Capable of listening to the customers’ needs and able to advise and educate customer on test methods that best suit their needs
Performs other duties and assumes other responsibilities as apparent or as delegated
Pushes and receives test results from BioTrack, Leaf Data System or state mandated tracking system
Helps support sales and marketing development when needed
Respect and maintain the confidentiality of clients that utilize testing services
Ability to provide support and integrate seamlessly with other key departments within Steep Hill
Personal drive and commitment to ongoing improvement of the Customer Experience at Steep Hill QUALIFICATIONS:
Candidate must be at least 21 years old
Valid Driver’s License and a clean driving record REQUIRED SKILLS AND EXPERIENCE:
Candidate must be comfortable working with cannabis
Ability to maintain a helpful disposition during complex customer interactions
Curiosity and interest in the science of cannabis a plus
Previous experience in a customer service environment and/or in the cannabis industry is preferred
Ideal candidate will be a creative, analytical problem-solver who can cooperatively work effectively with colleagues
Understand and follow verbal and written instructions; works independently in the absence of supervision
Proficiency with the Microsoft Office suite (Word, Excel) and GSuite (primarily Google Sheets & Google Docs)
Effective communication skills (both verbal and written command) with excellent computer, typing, and organizational abilities
Ability to work in a fast-paced setting, ability and willingness to multi-task, and the ability to prioritize and manage assignments
Comfortable making mathematical calculations and being accountable for cash transactions
Establish and maintain effective working relationships with clients
Experience with Salesforce and Zendesk a plus
Positive attitude and willingness to work in a collaborative environment
Personal integrity, disciplined work ethic, organization skills, and motivation to work with a sense of urgency
Hours/Schedule: Monday-Friday, extra hours may be required COMPENSATION:
Compensation based on experience
Benefits including Dental, Vision, Health Insurance
Vacation, Sick Time, and Holiday Pay
Employee stock option plan
401k plan coming soon Think you’ve got the skills were looking for? Great! Apply with your resume, salary requirements and explain why you are the ideal candidate. Steep Hill Labs, Inc. is an equal opportunity employer with a great company culture.