Customer Service Representative

ABOUT THE
ORGANIZATION: HyperWolf is THE leading pioneer of the cannabis delivery serviceindustry. Over the last five years of operations, our family has grown to over 200 incredible individuals, and there is room for more. We believe in what we do and have built our company around being able to be the best at doing it. We have the leading technology, state-of-the-art facilities, and a never-ending, constantly growing demand.

We are seeking good people to add to our family. Over the last five years, we have gotten the rare chance to watch our team members grow in both their positions and in their personal lives. Positive workplace environment is a huge stress of ours, and we will continue to listen to and act on the needs of our team, as well as provide opportunities for growth for those that excel at what they do.

EOE
STATEMENT: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Overview
Our customers mean everything to us, and supporting them by answering their questions, hearing their concerns, and resolving their problems is one of our top priorities.

Ultimately, our customer support team plays an influential role in the overall success of HyperWolf. With that being said, we’re looking for the best of the best — team members that are calm, empathetic, and experts at listening and resolving. Team members that are willing and excited to grow within the company, graduating from level 1, to level 2, and eventually level 3 being a team lead.

Job Description

As a level 1 customer service representative, your job would include, but not be limited to:

• Providing excellent customer service to all new and returning customers. Keep in mind that you are the first point of contact for customers who are often frustrated or confused; meaning that it’s especially important to offer a thoughtful and data-driven response to all questions and concerns.
• Taking extra care to clarify customer complaints, determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustments, and follow up to ensure resolution.
• Responding to customers on a one-on-one basis via phone call, email, or the live chat option featured on our website.
• Inform customer of deals and promotions
• Follow communication procedures, guidelines, and policies.
• Recommending potential products based on an expert understanding of the product menu.
• Manually place and cancel orders.
• Keeping wait times for responses under 3 minutes.
• Reporting all major issues or questions to the manager on shift.
• Accurately reading instructions from the POS system.
• Accurately dispatching orders to drivers.
• Notifying management once tasks are started and completed.
• Accurately and effectively provide drivers with meal tasks.
• Providing accurate updates to all orders when requested by the team or a customer.
• Establishing a rapport to entice customers into choosing to order again.
• Maintaining a positive outlook during all customer interactions.
• Verifying customer’s identity and information.
• Assisting with placement of orders or exchanges
• Monitoring routes and moving orders around to decrease ETAs when needed.
• Monitoring online platforms and responding to negative and positive reviews while keeping record of both.
• Accurately updating Blaze settings as directed.
• Confirming all areas within coverage zones are active and working properly through the website.
• Performing related duties as assigned.

Job Requirements

• A deep understanding of the delivery process
• Analytical and problem-solving skills
• Communication skills
• Multitasking and organizational skills
• Interpersonal and customer service skills
• Ability to answer a high volume of calls, text, and/or emails daily
• A deep understanding of the current menu product selection
• Ability to share work among a customer service team
• Attentiveness, patience, and time-management skills

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

As a customer support representative, you would be required to regularly talk or hear as well as frequently use hands or fingers to handle or feel tools or controls. You would be expected to sit for a prolonged period of time and work at a computer.

Specific vision abilities required by this position include close vision and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Non-Negotiables

• Must be 18 to apply
• Must possess a valid form of iD
• Must be literate in computers (Mac)
• Must have a minimum of 3 years customer service experience

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• On-the-job training

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• In-person
• Office

Ability to commute/relocate:

• Lake Elsinore, CA: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Salary : $16 - $-1