Sales & Customer Support

Job Description

About My 420 Tours:

My 420 Tours celebrates the natural properties of a widely misunderstood plant and the ever-growing movement to bring it to light. We’re at the forefront of cannabis travel, offering visitors a glimpse into the cutting-edge world of legalization in Colorado and beyond. We understand how lucky we are to live in a state that not only supports our business, but fosters the cannabis industry as a whole.

Our vision is to connect the cannabis community worldwide through educational and authentic cannabis experiences. We aim to dispel shame and replace it with a sense of acceptance, sky-high standards, knowledge and pride. We achieve this by building a team of individuals who are passionate about creating positive change in the world, and who enjoy working together towards that common goal.

Objective:

The primary objective of this position is to grow the company in a professional, scalable manner through dedication to providing My 420 Tours customers with the greatest customer service and booking experience possible. Additionally, the B2C Sales & Customer Support rep is responsible for engaging with potential customers across social media and other web-based platforms to help promote and book My 420 Tours experiences and products.

Responsibilities:

B2C Sales & Service Delivery

  • Answer all incoming customer inquiries (email, live chat, and phone calls) to book customers and grow My 420 Tours customer base using a consultative sales approach.
  • Promptly respond to all missed inquires (email, live chat, and phones) to sell services and grow My 420 Tours customer base using a consultative sales approach.
  • Generate outbound activities (email, phone calls, mailers and or other advertising) to grow My 420 Tours customer base proactively.
  • Actively respond to social media sourced inquiries, as well as use social media to engage with potential customers to increase sales and bolster the overall customer experience.
  • Manage affiliate channels to ensure affiliated partners meet our brand standards and perform their responsibilities to our satisfaction.
  • Assist in the development and implementation of the sales delivery processes to maximize customer satisfaction.
  • Ensure dynamic customer service, solicit reviews, and document customer complaints and communicate them to find permanent solutions to recurring customer complaints.
  • Handle escalated customer issues to maintain high customer satisfaction.
  • Promote the My 420 Tours endorsed products and sponsors in every engagement.
  • Provide the best customer experience possible for all potential My 420 Tours guests.

Cross-departmental responsibilities

  • Attend regular team meetings and maintain knowledge of ongoing and upcoming company operations to ensure effective communication with customers.
  • Confer with company leadership, external advisors and staff members to discuss issues, coordinate activities, and resolve problems.
  • Actively coordinate, communicate and cooperate with other business leaders to achieve company goals.

Planning Administration

  • Assist the company in determining and meeting its’ short term and long-term objectives
  • Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Education Requirements & Preferred Skills:

  • Three years of related experience with a minimum of 2 years in customer service with proven success.
  • Excellent oral and written communication skills, including basic computer skills and familiarity with Google Suite or Microsoft Office products.
  • Extremely professional and driven.
  • High ability and desire to learn, change and improve.
  • Above average math skills.
  • Effective time management and organization skills.
  • Ability to ask questions, listen carefully and understand employee needs.
  • Efficient keyboarding skills.
  • Maintain a valid driver’s license.

Competencies:

  • Accountability – Ability to take responsibility for one’s own actions, for those of your department, and for our company.
  • Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
  • Attendance – Consistently reports to work as required and completes normal work hours.
  • Business Acumen – Ability to grasp and understand business concepts and issues.
  • Communication, Oral – Ability to communicate effectively with others using the spoken word.
  • Communication, Written – Ability to communicate in writing clearly and concisely.
  • Conceptual Thinking – Ability to think in terms of abstract ideas.
  • Decision Making – Ability to make critical decisions while following company procedures.
  • Delegating Responsibility – Ability to allocate authority and/or task responsibility to appropriate people.
  • Financial Aptitude – Ability to understand and explain economic and accounting information, prepare and manage budgets, and make sound long-term investment decisions.
  • Follow Through – Ability to continue a plan, project, task, or the like to its completion to make sure the situation is resolved and appropriate individuals are updated.
  • Innovation – Ability to look beyond the standard solutions and develop recommendations that have not been tried before.
  • Interpersonal – Ability to interact well with others, taking into account their feelings and perspectives in a thoughtful and respectful manner.
  • Leadership – Ability to create loyalty and motivation through demonstrated leadership characteristics, leading by example, appropriate praise and constructive criticism, and maintaining the highest ethical standards.
  • Multi-Tasking – Ability to manage multiple competing projects and priorities and make effective decisions as to the appropriate time and resource allocations.
  • Professionalism – Ability to maintain a professional image and attitude in all facets of this position.
  • Project Management – Ability to organize and direct a project to completion.
  • Strategic Planning – Ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.
  • Teamwork – Ability to integrate with and contribute to an effective and efficient team.
  • Working Under Pressure – Ability to complete assigned tasks under stressful situations.

Additional Requirements:  

  • Excellent attendance.
  • Urgency, timeliness and detail minded in work habits.
  • Actively participate in and attend weekly team meetings.
  • Knowledge of the legal cannabis industry in Colorado, as well as other states and countries that have adopted legalization.
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Growth oriented.
  • Self-motivated and enthusiastic.
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Must be available to work weekends if needed.

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