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Customer Care Information Coordinator

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We identify, evaluate, and acquire U.S.-based cannabis operations within each state to vertically integrate, produce, and distribute medical-grade cannabis formulations in the United States offering patients and customers premium, high-grade cannabis and related products.


THE OPPORTUNITY

The Customer Care Information Coordinator, under the general guidance of the Director, Customer Care will provide oversight for all Jushi brands and customer-facing divisions knowledge both internal and customer-facing. This individual will provide direction, guidance and tactical leadership to continuously tune and optimize the operational effectiveness of all customer and staff facing knowledge databases. This individual will champion team communications as it relates to issue resolution, and change management. Further to the responsibilities of this vital role, the Information Coordinator will possess an in-depth working knowledge of contact center technologies and participate in leveraging these technologies to continuously improve customer/employee self-service.

RESPONSIBILITIES

  • Create and maintain Customer Care Center knowledge resources via a review and validation process defined by KCS principles
  • Utilize interactive resources to integrate learning lessons into knowledge resources
  • Work with all departments to define, refine and article metadata, prioritize enhancement requests, assist with knowledge domain training
  • Actively participates in Customer Care Center job specific training to ensure policy and procedure knowledge is created and maintained according to KCS methodology
  • Prepare and interpret quantitative and qualitative analyses related to knowledge databases.  Maintain/Distribute reports that provide Knowledge related KPI’s and SL’s.  Analyze and interpret operational trends and put forth recommendations for improvements that coincide with customer/staff feedback
  • Create and maintain all Customer Care center software training guides
  • Develop collaborative working relationships with business partners across the enterprise
  • Assist with documentation and workflows for all interaction channels including phone, email, chat, SMS and social
  • Assist with any other duties as assigned

 

EDUCATION & EXPERIENCE

  • Minimum 3 years’ experience in all aspects of Information Management
  • Associates Degree in Information Technology, or equivalent work experience
  • Experience and/or certification with KCS Methodology
  • Travel Required 10% of the time
  • Experience with Contact Center Technologies
  • Fluency in Adobe Photoshop
  • Basic understating of HTML coding
  • Experience in Project Management
  • Proactive and highly organized with an emphasis on accuracy and timeliness
  • Ability to organize information and demonstrate an attention to detail and accurately follow procedures
  • Ability to work alone with minimum supervision, and with others in a team environment, often times under pressure, managing several projects/tasks at the same time
  • Effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, maintaining confidentiality as appropriate


OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

PAMS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.


We offer benefit packages that may include: Medical, Dental, Vision, Life, Short, and Long Term Disability, Flexible Spending Accounts, Paid Time Off, Paid Holidays, and 401(k).

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