Remote Customer Care Representative

Summary

Join Surterra Wellness, a Parallel company, as a remote Customer Care Representative supporting patients and customers in Massachusetts. You will be the primary point of contact, resolving inquiries via phone, email, and chat. This role requires strong customer service skills, proficiency in Microsoft programs, and compliance with state and local laws. Successful candidates are self-motivated, adaptable, and collaborative. Parallel offers competitive benefits including medical/vision/dental, 401k, paid time off, parental leave, tuition reimbursement, pet insurance, and employee discounts.

Requirements

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• Customer focused orientation and a true desire to make every customer happy
• 1+ year Retail/Customer Service experience
• Proficient in Microsoft programs, Word, Excel, Outlook
• Ability to work quickly, prioritize tasks and stay calm under pressure
• Comply with Parallel’s current policies and procedures and applicable state and local laws

Responsibilities

• Respond to and resolve customer questions, requests, and complaints via phone, email, chat
• Serve as a patient and company advocate, educator, and ensure patients are serviced promptly with empathy
• Demonstrates good judgment regarding the escalation of issues, which are beyond the scope and control of this position in a timely manner
• Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State
• Maintain an understanding our cannabis-based therapeutics, and services provided by the Company
• Educate patients on the processes of registration, renewals, lost registration documents, etc
• Record specific requests, preferences, and notes concerning patient registration status using appropriate software
• Maintain awareness of patient input and suggest changes to improve service or product
• Maintain patient database through entering new patients, adding, or removing membership, updating changes in information, scheduling appointments, and updating patient registration status
• Maintain caregiver paperwork in accordance with the State, maintain tracking in system and communicating changes to physicians

Preferred Qualifications

Prior dispensary experience

Benefits

• Employee discount
• Consistent, reliable benefits; Full medical/vision/dental, 401k with possibility of a company match, access to company-sponsored well-being programs
• Balance and flexibility; paid time off, paid parental leave, flexible work arrangements
• Tuition Reimbursement Programs
• Pet Insurance
• Chance to make a difference; Employee Relief Fund, community volunteerism through our Parallel Cares program