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Customer Care Representative Call Center

Northampton, Massachusetts, United States

Everyone is welcome here. Each of us is unique, and that’s what makes us amazing. We believe in inclusiveness and celebrating each person’s individuality, because there’s power in bringing people with different points of view and life experiences together. That’s why we provide equal employment opportunities (EEO). All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

So, bring yourself and your best ideas; when we feel safe and comfortable being ourselves, there’s no limit to what we can achieve.

IN A NUTSHELL…

This Customer Care role supports via a Remote setting. Candidates are required to be in the MA market for purposes of meetings & training.

The Customer Care Representative will be one of the first interfaces between Parallel and its customers and will act as our brand ambassador to encourage a positive experience with every patient and customer contacted via phone, email and or chat.

This role is with Surterra Wellness, one of the renowned retail brands under the Parallel umbrella. Parallel is one of the largest multi-state cannabis companies in the world, owning and operating in three markets; Florida (Surterra Wellness), Massachusetts (NETA), Texas (Goodblend). If you enjoy companies that are growing, moving fast, and constantly challenging themselves to achieve more, then Parallel is for you. We work hard, lean on each other, and are passionate about a pretty ambitious vision … pioneering a new paradigm of what well-being can be for all people, everywhere. For more information, visit www.liveparallel.com.

WHAT YOU WILL BE DOING

  • Respond to and resolve customer questions, requests, and complaints via phone, email, chat
  • Serve as a patient and company advocate, educator, and ensure patients are serviced promptly with empathy
  • Demonstrates good judgment regarding the escalation of issues, which are beyond the scope and control of this position in a timely manner
  • Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State
  • Maintain an understanding our cannabis-based therapeutics, and services provided by the Company
  • Educate patients on the processes of registration, renewals, lost registration documents, etc.
  • Record specific requests, preferences, and notes concerning patient registration status using appropriate software
  • Maintain awareness of patient input and suggest changes to improve service or product
  • Maintain patient database through entering new patients, adding, or removing membership, updating changes in information, scheduling appointments, and updating patient registration status
  • Maintain caregiver paperwork in accordance with the State, maintain tracking in system and communicating changes to physicians

EXPERIENCE AND SKILLS YOU’LL BRING

Required

  • Age 21 or over
  • High School Diploma or equivalent
  • Valid Government-Issued Photo ID
  • Customer focused orientation and a true desire to make every customer happy
  • 1+ year Retail/Customer Service experience
  • Proficient in Microsoft programs, Word, Excel, Outlook
  • Ability to work quickly, prioritize tasks and stay calm under pressure
  • Comply with Parallel’s current policies and procedures and applicable state and local laws.

Preferred

  • Prior dispensary experience

YOU WILL BE SUCCESSFUL IF YOU…

  • Are self-motivated; micro-managing isn’t fun for anyone
  • Roll your sleeves up and do the work; strategy is important, but so is getting stuff done
  • Can work fast and be flexible; our industry is always changing
  • Play nice with others; we collaborate with each other a lot
  • Think creatively; sometimes, the “traditional” solution isn’t the best one

WHAT YOU GET

  • Employee discount
  • Consistent, reliable benefits; Full medical/vision/dental, 401k with possibility of a company match, access to company-sponsored well-being programs
  • Balance and flexibility; paid time off, paid parental leave, flexible work arrangements
  • Tuition Reimbursement Programs
  • Pet Insurance
  • Chance to make a difference; Employee Relief Fund, community volunteerism through our Parallel Cares program

PARALLEL IS UNITED BY OUR VISION, MISSION, & VALUES

Our Vision – why we exist – is to pioneer well-being and improve the quality of life for humanity through the benefits of cannabinoids.

Our Mission – how we will do this – is to build a leading, global well-being company through the best talent, our values, trusted and recognized brands, science and technology-based innovation, and a relentless focus on execution and continuous improvement.

Our Values – Integrity | Collaboration | Alignment | Intentionality | Accountability | Agility

We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

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