Mountain Remedy

Customer Service Success Manager 45k - 54k - Oakland, CA

Job Posted
Aug 23, 2021
Employment Type
Time Commitment
Required Licenses
Company & Role Overview


Join our dedicated team of professionals and continue building your career in one of the fastest growing industries in the world! Must be technologically fluent (required) and have at least three years of customer service or call center management experience. Experience in the cannabis industry is not necessary. Applicants must be over 21 years old with reliable transportation to work. We are looking for a skilled Logistics and Customer Support Manager who can lead our team of Customer Service Representatives and support our Delivery Drivers to better performance and improve service quality. The Logistics and Customer Support Manager (to be called the MOD "Manager on Duty") will assist in establishing Customer Service Representative objectives, provide them with opportunities to expand their knowledge of services, products, and troubleshooting techniques as well as analyze Customer Service Representative call data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and products.


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Company BenefitsBenefits for this job may vary.

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Working Environment

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About Mountain Remedy

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Role Requirements


In Relation to Deliver Drivers:

  • Review and dispatch delivery orders to drivers
  • Prioritize and assign deliveries according to urgency and location
  • Use the software or phone to send drivers to customer locations
  • Monitor the route and status of each driver to coordinate and prioritize their schedule
  • Provide drivers with information about orders, traffic, obstacles and requirements
  • Enter data in computer system and maintain logs and records of calls, activities and other information

In Relation to Customer Service Representatives:

  • Training, coaching, and leading Customer Service Representatives as they provide support for customers
  • Answering Customer Service Representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the Customer Service team
  • Provide one-on-one training, asking them questions to ensure calls are being well managed, educating and coaching workers regarding processes and practices, and explain expectations to employees
  • Ensure the Customer Service team are achieving desired service levels and taking corrective action as needed

Physical Requirements

  • High School Diploma or equivalent
  • More Education or experience in a related field may be preferred
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Knowledge of management principles and familiarity with company products and policies
  • Strong coaching and leadership skills, ability to motivate employees
  • Decisiveness and attention to detail
  • Proficiency with necessary technology including computers, software applications, phone systems, etc.
  • Polite, professional phone voice

To be a successful MOD, you should be focused on improving your team of Customer Service Representatives and calling practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.


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