Reporting to the Director of Client Care, the Client Care Agent will assist clients in understanding the basic procedures and processes surrounding obtaining and using a prescription for medicinal Cannabis.
The responsibilities of the successful candidate will include, but are not limited to the following :
MAIN RESPONSIBILITIES : Providing excellent customer service and greeting each client with enthusiasm in English Understanding the client’s needs through permissive questioning and identifying opportunities to promote other attributes of our brand Answer inbound sales calls, receive and process order requests from clients, caregivers and health care practitioners Ability to thrive in a fast-
paced inbound phone support environment that requires extreme attention to detail Compliance to strict guidelines and regulations and communicating these using approved verbiage to the clients.
Assist in selecting medical cannabis products and submitting orders over the phone Ability to adapt quickly to changes that affect the department such as legislation and regulation amendments, internal practices, Internal department specializations and technical training that applies to the industry Maintain standard record keeping of Verbal Order forms and Ample for Health Canada Redirecting clients to appropriate departments by assessing call and forwarding to relative queue Maintaining a high level of communication between the sales team and the other departments in client care Answering general inquiries about products and processes of Aurora Keeping up to date on legislation and policy changes in the Medical Cannabis sector (ACMPR changes / amendments, Aurora internal policy changes and amendments) Other duties as assigned JOB REQUIREMENTS : Minimum Grade 12 diploma Perfectly fluent in English (Verbal & Written) Minimum 2 to 4 years of experience in customer service Proven customer service skills in a fast-
paced environment Significant understanding of ACMPR regulations Excellent computing skills (MS Office, Ample, Zendesk, Mac OS) Effective communicator (verbal and written) Support and service oriented with the ability to multi-
task Experience in the Medical Cannabis industry an asset Up to date on industry related information and processes regarding methods of consumption and legislation
We would like to thank all applicants for their interest but only those selected for an interview will be contacted.