Job Description Job Description A Therapeutic Marijuana Customer Service Representative Lead has a crucial role that combines advanced customer service skills with in-depth knowledge of medical cannabis. Responsibilities often go beyond those of a standard CSR to include leadership and more complex customer interactions.Required Duties of the Customer Service Representative Lead:Leadership and Training: Mentoring and training new CSRs, providing them with the knowledge and skills necessary to excel in their roles. This could involve developing training materials, leading workshops, or one-on-one coaching.Advanced Product Knowledge: Possessing detailed knowledge of the effects, benefits, and usage of various cannabis strains and products, enabling them to provide expert advice and guidance to both customers and staff.Communication: Effectively communicate with staff at all levels and with customers face-to-face and over the phone. Maintain professionalism in all interactions.Customer Escalations: Handling more complex customer issues that junior staff cannot resolve, which requires a deep understanding of customer service principles and conflict resolution.Using Customer Service Software: Knowledge of the CRM (Customer Relationship Management) system or other tools used for managing customer interactions and tracking issues. Proficient with the Dutchie software system.Regulatory Compliance : Ensuring that all transactions comply with the strict state and local regulations specific to medical marijuana.Operational Improvements : Identifying and implementing improvements in customer service processes and interactions. This could involve optimizing workflows, enhancing customer experience, or integrating new technologies.Stakeholder Communication : Serving as a bridge between the customer service team and other departments, including management and product procurement, ensuring that customer feedback and operational requirements are accurately communicated.Required Skills of the Customer Service Representative Lead:Background Check: Must be able to complete a background check and be clear of felonies.Education: High school diploma or equivalent preferred.Customer Service: Strong customer service skills with a focus on professionalism and empathy. Ability to respond to customers in a polite and helpful manner.Technical Skills: Proficiency with computer systems and the seed-to-sale software system (Dutchie) is preferred.Advanced Communication : Excellent verbal and written communication skills tailored to a variety of audiences, including less experienced staff, management, and challenging customers.Leadership and Management Skills : Strong leadership abilities to guide and inspire a team, along with the capability to manage team dynamics and performance. Prior supervisory experience required.Problem-solving and Decision-making : Enhanced problem-solving skills and the ability to make quick, effective decisions under pressure.