Senior Customer Service Representative - Full Time

Trulieve•Clearwater, FL

2d•Hybrid

About The Position

Join Trulieve – Where Passion Meets Purpose. If you're interested in being part of one of the nation's fastest-growing industries, Trulieve may be the perfect place for you. We are proud to be recognized on TIME's America's Best Companies 2026 List, an honor awarded to top-performing U.S. organizations based on employee satisfaction, financial strength, and sustainability transparency. Trulieve was one of only two cannabis companies to receive this distinction. If you have passion for helping others and want to make a meaningful impact through your work, this may be the role for you. At Trulieve, we strive to bring our patients the relief they need in products they can trust. Our plants are hand-grown in carefully controlled environments designed to minimize unwanted chemicals and pests, keeping the cultivation process as natural as possible every step of the way. To learn more about Trulieve and our mission, please visit www.trulieve.com. The Senior Customer Service Representative role is important to the organization because they support not only our customer/consumers with issues and escalations, but they assist our Retails stores with questions, escalations, and research issues. The Senior Customer Service Representative will handle internal inbound phone calls from patients, retail stores, and other internal departments with questions about process and procedure issues and handle all escalations for the department. These interactions whether assistance calls or escalations are formally documented and shared with leadership to understand coaching and training needs and to assess all escalations to understand root cause and develop new processes to improve the customer experience. In addition, the Senior Customer Service Representative will support the review and revisions associated with all Customer Care policies, procedures, and job aides. Although this role is specific to the Senior Customer Service Representatives’ job responsibilities, team members assist with inbound phone calls, chat messaging, web forms and manage projects as they are needed to support the business.

Requirements

Must have at least 1 year of experience in Customer Service.
Must be at least 21 years of age.
High school diploma or equivalent education required.
Must successfully complete a comprehensive background screening.
Microsoft office basic skills.

Nice To Haves

Call Center experience is a plus.
Bilingual (Spanish) is a plus.

Responsibilities

Provide a world class experience with an emphasis on top box interactions.
Educate customers and employees on products, prices, and promotions.
Assist retail stores and customers by placing orders for delivery/pickup.
Speaks clearly and documents interactions with customers and internal business partners.
Follow the daily schedule provided by Management.
Identify individual employee and internal departmental training needs through documenting call reasons and issues.
Quantify issues and opportunities associated with patient escalations and complaints.
Review and thoroughly understand all departmental policies, procedures, and job aides routinely.