R3 Mock Interviews - Remote Customer Service Rep

Overview:

Customer Experience is at the forefront of everything we do here at Weedmaps (please use this brand to research for your mock interview). We strive to understand and proactively anticipate the needs of our clients while building loyalty to our platform and community. As a Customer Service Specialist II, B2B & B2C at Weedmaps, you have a passion for delivering high-quality customer service, going above and beyond to build trust, support and loyalty to our platform. In this role, you will be responsible for ensuring that our B2B clients (Dispensaries and Delivery Clients) are able to successfully utilize all aspects of our platform to maximize their customer service and sales initiatives. You will surprise and delight our clients by taking ownership of any reported issues and ensure they are resolved to the clients satisfaction. You will field and efficiently diagnose reported technical, pre- and post-sales issues. In addition to supporting B2B clients, you will also provide support to our end users ensuring they are able to successfully utilize all aspects of our platform; supporting our online ordering platform and moderating user reviews.

Your passion for the cannabis industry and delivering world class customer service, coupled with your technical mastery of our products will allow you to provide exceptional service through email, phone, and chat to guarantee that experience for each end-user is positive, helpful, and secure.

Our team provides 24/7 support, so you must be willing to work a rotating shift and flexible schedule including nights, overnights, weekends, and holidays.

The impact you'll make:

• Superior written and verbal communication skills, bilingual a plus but not required
• Provide clear, professional, & friendly communications to both end-users and internal Weedmaps contacts throughout the troubleshooting process until resolution
• Field and efficiently diagnose customer-reported technical, pre- and post-sales issues via phone, email, and chat
• Efficiently escalate issues internally in the event the issue cannot be resolved via normal troubleshooting steps
• Assess content against Weedmaps policies
• Identify and take action against all reviews/forum posts that require moderation
• Provide detailed notes on each customer interaction
• Adhere to your schedule. Assigned shifts may include evenings, weekends and some holidays.
• Participate in User Acceptance Testing, reporting defects
• Identify and share enhancement requests from clients
• Follow all standard operating procedures
• Additional duties as assigned

What you've accomplished:

• 3+ years of experience in customer service supporting B2B clients
• Exceptional communication skills, both written and verbal
• Technical aptitude with respect to SaaS products a plus
• Efficient organizational skills and the ability to multi-task and prioritize in a high-volume, fast-paced environment
• Capable of quickly adapting to new responsibilities and meeting new expectations in a rapidly growing company and industry
• Ability to work independently with systematic troubleshooting techniques, judgment, and problem-solving skills
• Experience with CRM (Salesforce a plus)

If interested in applying for this role, please submit your most recent resume, cover letter and LinkedIn Profile.