Customer Support Specialist

Position Title:

Customer Support Specialist Location:

Remote Position Type:

Full-time Position Summary:

The Customer Support Specialist serves as the first line of support for client interactions across phone, ticketing, and chat channels. A Customer Support Specialist is the face of SC Labs and provides the first impression to our clients. This role is responsible for ensuring timely, accurate, and high-quality responses while supporting internal workflows such as sales order validation and issue routing. Functions in cooperation with finance, account management, sales, IT, and lab staff. This position is ideal for candidates with lab experience who understand our services and can translate technical details into clear client communication. Preference given to applicants who currently reside in the Santa Cruz, CA / Central Coast region.

Schedule:

This will be a full-time non-exempt hourly position.

Typical schedule will be Monday thru Friday, with set schedule hours to be determined by the hiring manager.

Pay Rate:

We will be considering applicants within the hourly rate range of $23.00 to $27.00 per hour, dependent upon experience, with final determination to be made by the hiring manager.

Required Qualifications:

Must be at least 21 years of age. Comfortable working with cannabis and cannabis infused products, as well as actively working in the cannabis industry. 1-3 years of displayed work experience in a Customer Service role, and/or prior lab experience. Displayed ability and aptitude to learn about the sampling / testing process.

Physical Requirements:

Extended time in front of a computer, and long periods of time spent sitting.

Specific Duties/Responsibilities:

Serves as the primary point of contact for the following tasks: Effectively managing large amounts of daily incoming calls. Issuing Customer Support tickets. Receiving and processing Customer Chat inquiries. Performing work functions and keeping records as per approved SOPs and/or laboratory policies. Directs customer contact, inquiries, and/or complaints to the appropriate department; maintains records of exchanges with customers as required. Provide clear, accurate, and timely communication to clients; Accurately explains the services and capabilities of the laboratory. Support sales order review for accuracy (as automation is implemented). Identify and flag discrepancies in orders or client requests. Maintain detailed documentation of client interactions in CRM/ticketing systems. Collaborate with lab, sales, and operations teams to resolve issues. Create leads in SugarCRM. Escalate complex or sensitive issues to the Customer Service Manager. Contribute to process improvements and documentation. Other Duties as Assigned.

Qualifications:

Strong attention to detail, communication and phone etiquette. Strong understanding of company services, workflows, and terminology. Excellent written and verbal communication skills. Ability to manage multiple requests across channels simultaneously. Strong problem-solving skills. Comfortable working in ticketing/CRM systems (Fresh Desk/ Sale Force). Ability to maintain a pleasant and professional demeanor while interacting with a varied clientele. Applicants who can do the following should be set up for success with

SC Labs:

Exhibits fast and efficient response times and resolution times. Showcases accuracy of their order review support. Demonstrates a high level of Customer satisfaction (CSAT). Applies a high level of competency to ticket quality and documentation completeness.

Education :

High School diploma, with a minimum of 2 years completed college coursework; preferred.

Benefits Offered:

Medical (HDHP with HSA is one option), Dental and Vision insurance. Paid Holidays and Flexible Paid Time Off. 401(k) Plan with a Company Match. Employer Paid Life coverage, as well as Optional Life Coverage. Flexible Spending Account. Please note this job posting 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 at the Company's discretion. Visa sponsorship is not available for this position.

About SC Labs:

SC Labs is the largest multi-state laboratory bringing together the industry's most reputable testing labs. SC Labs, founded in 2010, is one of the cannabis industry's oldest licensed testing labs and the first to develop a national hemp testing panel. The company is licensed and accredited in California, Oregon, Colorado, Michigan, and Arizona. The combination brings together three of the longest standing and most respected cannabis and hemp testing organizations in the U.S. and forms the foundation of a national testing network. The combination will bring value to both the hemp and cannabis industries, ranging from access to a broader range of testing resources, improved data delivery, innovative science, instrument redundancy and increased testing capacity, and improved operations to accelerate turnaround times. All employment offers will be contingent upon successful completion of a background check. SC Labs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay:

$23.00 - $27.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Referral program Vision insurance Application Question(s): Do you reside in the Santa Cruz, CA / Central Coast region? (Preference for applicants who do) Are you at least 21 years of age? (Industry Requirement) Are you comfortable working with cannabis and infused products as well as working in the cannabis industry?

Education:

Associate (Preferred)

Experience:

Customer service: 1 year (Required)

Language:

English (Required)

Work Location:

Hybrid remote in Santa Cruz, CA 95060