Cannabis Social Media Customer Care Representative Retail Jobs

Job Description:

Social Media Customer Care Representative (Retail)

Assisting the company with social media and customer service support for all Grupo Flor retail cannabis dispensaries. The employee in this role must be thoughtful and creative, with the ability to appropriately shift priorities throughout the workday and on short notice, communicate effectively and efficiently with others, and produce a high volume of quality work within a dynamic and fast-paced environment. This employee will have a large degree of autonomy and needs to be able to prioritize and communicate with collaborators in the company to serve social media and customer service related goals.

ESSENTIAL FUNCTIONS:

• Engages with customers across various social media sites (e.g. Facebook, Instagram, Twitter) and other consumer communication platforms (e.g. website chat, email inbox, text club platform, Google Business App)

• Tracks and responds to customer reviews across platforms (e.g. Yelp, Weedmaps, Google Reviews) in an efficient and timely manner.

• Works closely with the curbside and delivery teams to proactively communicate with customers regarding issues with online orders (e.g. pickup reminders, explanation of delivery timeframe, inventory discrepancies and alternative product recommendations) through our eCommerce platform.)

• Supports the development of customer loyalty and satisfaction by answering questions and addressing consumer issues in a timely manner.

• Works closely with the marketing team in maintaining and expanding social media presence by organizing and scheduling materials and posts for social media.

• Creates social media content using Canva.

• Seeks out new tools and best practices for customer service and social media.

• Maintains legal compliance in all consumer communications.

QUALIFICATIONS AND REQUIREMENTS:

• Excellent written communication skills (i.e. grammar, sentence structure, spelling).

• Ability to problem-solve in a timely manner while collaborating with appropriate team members.

• Ability to deliver excellent customer service even when dealing with negative feedback.

• Previous customer service experience through written communication channels.

• Previous social media experience.

• Minimum GED or High School Diploma.

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What we need to prepare and implement:

• Online chat plugin for all Dispensary websites

• Eyerate or another review platform

• SOPs for:

• Messaging customers through Dutchie about pickup cutoff times and whenever there is an issue with an online order.

• Resolving major complaints / bad reviews (e.g. coordinating with Onsite Manager to give Rewards Points or $10 off next order)

• Social Media Strategy for All Dispensary Brands

• i.e. Will each dispensary brand have uniform platforms: IG, FB, Twitter, and TikTok

• Prepare a big-picture content strategy for each social media platform. Monthly or quarterly plan for core goals and messaging. I will create / gather content for the strategy, while this new person can schedule and post (and create additional content as needed).

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:Customers required to wear masks, curbside pickup available

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location:

• One location

This Company Describes Its Culture as:

• Innovative -- innovative and risk-taking
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative

Work Remotely:

• No

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

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