What are the responsibilities and job description for the Customer Support Specialist position at Curaleaf?
Customer Support Specialist
Type of Work: Full-Time
Pay Rate: $22.00/hr.
Shift Availability: Must have open availability, weekends, nights, holidays.
Location: On-Site, King of Prussia, PA
Curaleaf Culture:
At Curaleaf, we have a passionate commitment in everything we do. From innovative products to promoting social justice, from environmental sustainability to building world-class brands, we know that none of this is possible without our Team Members, which is why we’ve committed to fostering a diverse and inclusive experience for all.
What You’ll Do:
As a Customer Support Specialist, you will serve as the "Voice of the Customer," acting as a liaison between Curaleaf and our valued customers. Your responsibilities will include providing product information, resolving product-related situations, and enhancing the overall customer experience.
- Responsible for the daily management of customer service within your designated region, including handling incoming "contact us" forms and addressing issues escalated from public forums such as social media platforms.
- Collaborate within the organization to swiftly address customer concerns and streamline communication and processes.
- Act as a solution-oriented troubleshooter for product issues and customer concerns.
- Skillfully communicate in writing and collaborate with cross-functional business partners to ensure effective solutions for customers.
- Organize and prioritize customer concerns within ZenDesk, adhering to service level agreements (SLAs) to ensure timely responses and resolutions.
- Analyze weekly reporting by region to identify trends and areas of opportunity, ensuring continuous improvement in customer support.
- Consolidate community feedback into actionable insights by actively listening and identifying trends to enhance our products and services.
- Report and log any defective product issues or concerns to the Quality Assurance Team, contributing to the improvement of our product offerings.
What You'll Bring:
- Experience working in customer service setting, experience in call center environment a plus
- Experience using ZenDesk or Sprout
- Knowledge of Microsoft products including Word, Excel, Outlook, Powerpoint, and Teams
- Familiarity with the cannabis industry and compliance
- Flexibility to work days, nights, weekends, and holidays
What We Offer:
- Competitive Pay
- Medical, Dental, Vision Benefits
- Healthcare and Dependent Care Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Retirement Plan - 401(K)
- Life/AD&D Insurance
- Short- and Long-Term Disability
- Paid Parental Leave
- Community Involvement Through our Rooted in Good Initiative
- Employee Resource Groups
- Employee Referral Payment Program
- Paid Time Off (PTO)
- Employee Assistance Program
- Commuter Benefits
- Employee Product Discounts
Curaleaf Awards and Achievements:
- 2023 Ragan’s Top Places to Work
- 2022 TIME100 Most Influential Companies
- 2020 Cannabis Doing Good’s Good Neighbor Award
- 2020: Minorities for Medical Marijuana’s Diversity & Inclusion Award
Follow us on Social Media:
Instagram: @curaleaf.usa
Twitter: @Curaleaf_Inc
