Position: Customer Service Call Center Manager

The Customer Service Call Center Manager will be responsible providing leadership to a team of customer service representatives who deal with customer requests; on the telephone, email and social media. The Manager will be responsible for providing an engaging and efficient patient experience, which will directly influence the patient’s experience from what is possibly their first interaction with AltMed (dba MUV™ Dispensary), and eventually our dispensaries. The Manager will manage 2-3 Patient Representatives, with growth for the Center expected in the short term. The Manager will promote a work environment that is positive, patient service-oriented and compliant within the guidelines of the state and company.

The ideal candidate must be an organized, reliable and results-driven professional, with a strong willingness to help people become educated about medical cannabis. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a manager, you must also have excellent customer service and communication skills.

All full time employees of AltMed qualify for health benefits and paid time off after 90 days of successful performance

Job Responsibilities:

  • Manage inbound and outbound calls, emails, and chat interactions; identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives
  • Develop knowledge of MÜV product line and the state and federal specific guidelines and laws regarding medical cannabis
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (costs, customer service metrics etc.)
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Prepare performance reports by collecting, analyzing, and summarizing data and trends.
  • Monitor and improve telephone handling, response to social media concerns and questions, and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Monitor calls on a daily basis for future coaching purposes
  • Work closely with the dispensary team to ensure we are sharing the same message with our patients
  • Accountable for accurately utilizing BioTrack
  • Provide outstanding patient service, inspiring patient confidence and loyalty
  • Assist with proactive outbound campaigns and calls as needed
  • Occasional local travel to work and train in physical dispensary locations
  • Other duties as assigned by our Manager of Retail Operations and Director of Operations

The Ideal Candidate:

  • Compassionate and strong work ethic
  • Associate’s or Bachelor’s Degree strongly preferred
  • 2+ years Previous customer service and/or call center experience required
  • 1+ years management experience
  • Strong knowledge of cannabis required
  • Proven track record in ability to cultivate long-term patient/customer relationships
  • Excellent verbal and written communication skills
  • Exceptional patient service skills; experience in healthcare related field is a plus
  • Desire to learn about our products in order to assist patients
  • Strong computer skills, CRM and phone system experience
  • Strong attention to detail and must have a team-player mentality
  • Ability to deal with problems and resolve in a professional manner
  • Must be able to accommodate the possibility of weekend, evening, or holiday shifts
  • Must be 21 years of age and pass a Level II background check
  • Bilingual a plus

Additional Information: It is the policy of AltMed Florida to afford equal opportunity in all phases of employment without regard to an individual’s age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status

Job Type: Full-time

Salary: $40,000.00 to $45,000.00 /year

Experience:

  • Call Center: 1 year (Required)
  • Call Center Management: 1 year (Required)

Benefits offered:

  • Paid time off
  • Health insurance
  • Employee discounts

Apply Here

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