Customer Care Representative, Hollywood

Customer Care Representative, Hollywood


Customer Care Responsibilities:

  • Manage incoming calls and answer calls in the order in which they are received.
  • Respond to and resolve customer questions, requests and complaints. Utilize the scripted responses outlined in the Customer Care Manual.  Call a supervisor if needed.
  • Obtain the customer’s full name, the name of the caregiver, if applicable, date of birth, address, ordering physician and route of application of product.
  • Enter customer and order information in to shared network.
  • Compassionate Use Registry searches.
  • Accurately meet customers’ needs promptly and effectively.
  • Obtain proper information from the appropriate departments and use as needed when helping our customers.
  • Communicate with employees to maintain a steady patient traffic flow to maximize sales and customer satisfaction.
  • Consult with the Subject Matter Expert on duty in order to provide correct product suggestion to customer.
  • Refer to the Customer Care SOP in order to ensure proper protocol when assisting our customers.
  • Record and collaborate with Wellness Center, and Delivery Team regarding preorders and online orders to ensure accurate product information, and timeliness of delivery.
  • Discuss the Company’s economic hardship plan and have the customer complete and return form and enclosed subsequent documentation in order for Surterra to determine if patient is eligible for a lower cost product.
  • Maintain organization of desk space through daily upkeep and light cleaning.

Cannabis based Education and Guidance:

  • Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State of Florida Office of Compassionate Use.
  • 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.
  • Maintain an understanding of Surterra’s products, dosing, and routes of administration.
  • 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.


  • Prepare documents as needed to assist patients in registering with the State of Florida Office of Compassionate Use.
  • Ensure all patient files are current and required documentation is on file and follows all guidelines issued by the State of Florida.
  • 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 of Florida, maintain tracking in system and communicating changes to physicians.
  • Coordinate with the Call Center Manager for office supplies as needed.
  • Bilingual speaking is preferred.


  • Route media calls to the appropriate manager immediately (do not comment unless authorized to do so).
  • High School Education or equivalent.
  • Comply with Surterra’s current policies and procedures and applicable state and local laws.


Accurate data-entry and record keeping. Ability to answer multi-phone line system.  Strong attention to detail, organizational skills and time management abilities.  Premiere customer service skills.  Ability to work in a fast-paced, changing and challenging environment.  Proficiency in windows-based software and internet navigation.  Knowledge of Cannabis Based Therapeutics’ policy and law. Ability to make decisions as necessary with oversight when needed.

Apply directly:

Director of Operations, Learn Sativa University

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