Job Description

Job Title: Customer Support Agent

Compensation: $18 Per Hour

Schedule: Wednesday-Saturday 2PM-8PM (Training will be the same days of the week from 10AM-4PM)

Location: Bountiful, Utah (Work is done primarily from home)

Status: Part-Time

Benefits: Paid Time Off (PTO), Paid Holidays, 401(k), employee discount

About WholesomeCo: At WholesomeCo you are not just filling a seat, you are helping us constantly be better and improve. We look at each new hire as an opportunity to level up our company. Each new hire should bring a high level of transparency, communication, work ethic, curiosity, and balance out assertiveness while maintaining respectful dialogue with their coworkers. We hope we bring out the best in each person we hire and we hope each new hire will help us find innovative ways for us to be better in return. We want each employee to have an enjoyable experience at WholesomeCo by making each day enjoyable and setting time aside to have fun in group settings regular ly.

WholesomeCo is leading the movement to normalize cannabis as a natural path to health and wellness. Various medical cannabis services are offered, including statewide delivery to 99% of Utah's population, as well as retail, drive-thru, online pick-up services through its pharmacy in West Bountiful, an in-house built app for patients, innovative technology resources, cannabis cultivation, and cannabis processing of our constantly growing line of WholesomeCo branded products. Our vertically integrated company is well known for its technology-driven approach, our focus on data, and perpetual  innovation. WholesomeCo is committed to improving medical cannabis accessibility by putting patients' needs first and guiding them along their personal cannabis journeys.

What you’ll do:

• Answer incoming patient calls
• Return voicemails from patients
• Make outbound calls when needed
• Respond to chats and emails during scheduled times
• Actively work on internal tickets from multiple departments
• Collaborate with management to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with patients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to patients in accordance with the company's customer service policies
• Maintain an on-going knowledge of company products and current state laws regarding medical cannabis and delivery regulations
• Coordinate and help Dispatch schedule/reschedule deliveries and delivery questions for pending and in route orders
• Help monitor routing software and communicate effectively with the dispatch team throughout the day. You’ll be the point of contact for all patient inquiries if they need assistance while out on a delivery route.
• Help patients with canceling, ordering and adjusting orders
• Communicate through internal communications to ensure all tasks and duties are being completed
• Work directly with our Dispatch, Delivery Fulfillment, In Store Fulfillment and Inventory Team to resolve patient concerns and questions
• Maintain relationships with multiple departments and build a firm foundation that will allow you to be trusted with company and state regulations and policies
• Attend meetings, trainings and mandatory state classes

What we’re looking for:

• Superior communication skills are paramount - written and verbal
• Strong computer skills. Experience using Microsoft Office products as well as extremely comfortable working with new software/applications
• Experience working with smartphone applications
• Good teamwork mentality: able to build trustworthy and supportive working relationships
• Experience in the Cannabis Industry is a plus
• Strong logical thinking, analytical skills, and problem solving skills
• Flexibility and ability to adjust to a start-up environment that is fast-paced and constantly changing
• Must be reliable and dependable at all times. Operations will rely on your schedule weekly to be successful.
• Flexible schedule -ability to work evenings, weekends, and overtime if needed.

• 2+ years of customer service experience preferred
• Must pass all required background checks
• Age 21 or over, per state requirement
• High school diploma or equivalent
• Schedule flexibility - availability to work weekdays, weekends, and holidays

Benefits: 

• Paid time off (PTO)
  • 2 weeks accrued annually during the first two years of employment
  • 3 weeks accrued annually after two years of continuous employment
  • 4 weeks accrued annually after five years of continuous employment
• Seven (7) paid holidays per year
• 30 minute paid lunches per working day over 5 hours
• Employee Assistance Program (EAP)
• 401(k) with 100%  employer match up to 3% and 50% match for the following 2%
• Employer paid $25,000 of basic life coverage
• Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products

Work Remotely

• Work is performed primarily from home, with some meetings required in office. We will provide all of the required equipment (Hardware/Software) to successfully complete this role. 

WholesomeCo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Employment is contingent on passing a pre-employment/post-offer background check. This employer participates in the E-verify program where legally required.

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