TGS Management is an award-winning, family-owned company providing qualified staffing solutions to Colorado’s most-recognized cannabis brands, including: The Green Solution, NectarBee, and S-Type Armored. We are a leader in cannabis acceptance, accessibility, compliance, quality, and market share. We are looking to add a dynamic Call Center Representative to join our team!

Summary

Our stores are where customers come to “experience cannabis”, our Call Center Representatives are vital to delivering customer service, as they help to field over 50,000 calls per month. The Call Center Associate is primarily responsible for providing assistance to patrons and patients through concierge-level service over the phone. Individual responsibilities as a Call Center Representative include demonstrating outstanding customer service and sales skills, assisting with handling calls from new and existing customers regarding a variety of requests from store location information, to product knowledge, to Colorado marijuana law. Call Center Representatives are responsible for utilizing their knowledge of products or services to address issues, provide support and offer information, as needed, to keep customers satisfied and retain business. The Call Center Representative conducts day-to-day operations within the call center location while adhering to company policy and industry regulations.

Pay $15 to $16

Essential Duties & Responsibilities

• Receive inbound calls including transferred sales leads and calls from current and potential customers
• Answer questions about the product details, the company, and issues with account for the customers
• Assist customers with any technical issues experienced with website and escalate any issues to management appropriately
• Perform basic account maintenance activities
• Provide outstanding, accurate customer service to patrons by answering or appropriately directing questions and concerns
• Maintain knowledge of all cannabis strain profiles, edibles, concentrates, pre-rolls and accessories for sale in the dispensary, utilizing knowledge of how cannabinoid profiles and potency affect the body
• Retain thorough and comprehensive knowledge of patient and member benefits, discounts, coupons and promotions, encouraging memberships for medical guests
• Understand The Green Solution exchange policy, accessories manufacturer warranties, and how to facilitate guest merchandise returns to Lead Associates and Management
• Abide by product handling procedures, including company safety and health policies as well as regulatory agency compliance
• Answer phone with scripted greeting, provide customer service
• Complete call logs
• Produce call reports
• Route calls to appropriate sources
• Enter new and update customer information into Preferred Patron software system
• Work as part of a team to ensure sales, guest satisfaction and that compliance goals are met by designated timelines
• Adhere to all company uniform policy and preserve all provided necessary equipment
• Uphold personal hygiene to ensure safe interaction with patients, product and other Team Members
• All other job duties as assigned

Qualifications
Education

• High School diploma or General Education Development (GED) required
• Associate or Bachelor’s degree in any field preferred

Training

• Must maintain current knowledge and adhere to all policy and regulations of the Colorado Marijuana Enforcement Division (MED); Colorado Department of Public Health and Environment (CDPHE), Health Insurance Portability and Accountability Act (HIPAA), and TGS Management

Required Skills & Experience

• Excellent computer, mathematical, language and reasoning skills
• Bilingual skills a plus
• Retail, operations and/or sales experience
• Proficient in relevant computer applications
• Required language proficiency

Preferred Skills & Experience

• Knowledge of Colorado marijuana laws, MED regulations, and CDPHE requirements; previous marijuana industry experience preferred with priority given to candidates with experience in CO licensed facilities
• Stress tolerance
• High energy level

About Columbia Care:

Columbia Care is one of the largest and most experienced cultivators, manufacturers and providers of medical and adult use cannabis products and related services with licenses in 18 US jurisdictions and the EU. Columbia Care currently operates 107 facilities1 including 80 dispensaries and 27 cultivation and manufacturing facilities. Columbia Care is one of the original providers of medical cannabis in the United States, and continues to deliver an industry-leading, patient-centered medicinal cannabis operation that has quickly expanded into the adult use market as a premier operator. The company currently offers products spanning flower, edibles, oils, and tablets, and manufactures popular brands including Seed & Strain, Amber and Platinum Label CBD. With more than four million sales transactions since its inception in 2012, Columbia Care is known for setting the standard for compassion, professionalism, quality, care, and innovation in the rapidly expanding cannabis industry. For more information on Columbia Care, please visit www.col-care.com.

Background Investigation:

As a condition of employment, all Columbia Care employees are required to submit to a background check. Employment decisions, in compliance with state law, are based on an employee’s background report at the time of hire. Employees have a duty to report any changes in their background to the Market Director or Vice President, Operations as soon as the employee is aware of the event.