GRAV is a collection of people who share a common love for the cannabis plant. We think of this community as our family. We pay homage to the plant and to those who have brought this culture to life. We strive everyday to make products that pay tribute to the roots of the cannabis culture while leading and pushing the culture into the future. Our family was born in 2004 and comes out of the subculture of cannabis outlaws and glass blowers. We are the cannabis culture and the cannabis culture is us. Like cannabis culture itself, there is no single narrative to who GRAV is.
We are looking for individuals from all backgrounds to help us build a product that serves everyone.
GRAV is looking for a Customer Experience Representative to join our Experience team, this role will report to, GRAV's Chief Experience Officer, Madison Butler.
What You'll Do:
- Have a customer-driven approach when handling incoming calls and e-mails for service issues, pricing, warranties, and cancellations.
- Proactively resolves customer concerns quickly and efficiently, often coming up with creative solutions and escalate when needed
- Document patterns in claims with supporting revenue and unit numbers and share these regularly with Product Dev and Production Ops so vendor issues can be addressedRefine claims processes and policies to the benefit of the organization.
- Keep VP of Revenue and Ecommerce Director informed on proposed changes to processes and policies and the reasoning behind them.
- The goal of Customer Support is to keep people as happy as possible, while monitoring the percent of retail revenue being spent on claims.
- Maintain a 5% of revenue goal and appropriately enforce policy as the 5% threshold nears.
- Enforce policy more strictly with business customers, while still presenting a solution-oriented attitude.
- Whenever possible, contribute to the overall revenue goal by helping customers reach a decision on specific products they might enjoy and championing the brand overall
- Contribute to team cohesion by bringing new ideas and perspectives to group meetings, being willing to help others beyond the purview of your role, relying on your leaders for vision and guidance, and being respectful of team members at all times.
Who You Are:
- Effective communication with teammates, leadership, and other departments
- Empathic approach to helping people with problems, without bending policy
- Proficiency in SalesHub, Shopify, and/or Brightpearl is an advantage but can be trained
- Meticulous approach to and concern for the accuracy of customer dataKnowledge of mirroring and active listening
- Broad understanding of the cannabis industry, with specialized knowledge of glass and GRAV’s products
We are committed to fostering, cultivating and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in themselves and in their work represents a significant part of not only our culture, but the community we represent.
Come as you are.
This position is for full-time, in-house placement. We provide a flexible work environment that supports personal development and career growth.
Benefits include paid time off, medical/dental/vision benefits, HSA, sick pay, parental leave, 401k with employer match, and equity in the company.
What We Do
21 years of age or older. A beloved brand from Austin, TX.
GRAV wants to better understand and stand beside more of you, the community of smokers and advocates nationwide who support our way of life. We are deeply invested in the well-being of our colleagues, our customers, and the city we love.
