Customer Service Specialist-Cannabis Industry

COMPANY

Papa & Barkley of California is an award-winning producer of high-quality cannabis-infused wellness products, most recently recognized in the Best Topicals category at the 2018 High Times SoCal Cannabis Cup. The company also produces and sells cannabis extracts and oils under its P&B Labs line.

Papa & Barkley’s dynamic and driven leadership team has deep operational and technical market expertise in cannabis production, extraction methodologies and product development. Our culture reflects the emphasis we place on operating as a team. We have a strong vision with a focus on the science, and a shared belief in the power of the plant across multiple extraction modalities and delivery systems. As a fully-licensed cannabis company we are scaling our model and becoming a leader in the emerging California Cannabis market.

POSITION

Papa & Barkley is seeking a self-directed and experienced customer sales representative to service our multiple platforms including ecommerce for this privately-held consumer products company. They will act as a liaison between all departments, provide product/service information and resolve any emerging problems that our customers might face with accuracy and efficiency.

These successful candidates will have a proven track record in managing incoming calls and customer service inquiries. Identifying and assessing customers’ needs to achieve satisfaction. Generate possible sales leads that develop into new customers’.

We are seeking individuals who are genuinely excited to help customers. The candidate will have patience, empathy and will be passionately communicative. We want people who can put themselves in their customers’ shoes and advocate for them when necessary. These candidates will be best in class problem solvers and will be confident in troubleshooting and investigating if they don’t have enough information to resolve customer complaints. The candidates are to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

RESPONSIBILITIES

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

REQUIREMENTS

• Proven customer support experience or experience as a customer service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• 2-3 years of customer service or call center experience
• Drug Test is required (Cannabis is ok)
• Background Check is required
• Cannabis Industry experienced highly recommended but not required
• Knowledge of the following programs highly desirable, Zendesk, Wordpress, WooCommerce, Shopify, and Shipstation
• Will need to pass a typing test

Salary DOE

Job Type: Full-time

Salary: $15.00 /hour

Required experience:

• Customer Service: 3 years

Required education:

• High school

Job Location:

• Los Angeles, CA