Job Description

PARALLEL

Everyone is welcome here. Each of us is unique, and that's what makes us amazing. We believe in inclusiveness and celebrating each person's individuality, because there's power in bringing people with different points of view and life experiences together. So, bring yourself and your best ideas. We provide equal employment opportunities (EEO). All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. Because when we feel safe and comfortable being ourselves, there's no limit to what we can achieve.

IN A NUTSHELL…

Parallel is one of the largest privately held, vertically integrated, multi-state cannabis companies in the world, owning and operating dispensaries in five markets; Florida (Surterra Wellness), Massachusetts (NETA), Pennsylvania (Goodblend), Nevada (The Apothecary Shoppe) and Texas (Surterra Wellness). If you enjoy companies that are growing, moving fast, facing unique challenges and constantly challenging ourselves to achieve more, then Parallel is for you. We work hard, we lean on each other, and we are passionate about a pretty ambitious vision… pioneering a new paradigm of what well-being can be for all people, everywhere. For more information, visit www.liveparallel.com.

POSITION SUMMARY

Parallel's Customer Care Representative will be one of the first interfaces between Parallel and its customers.  The Customer Call Center Representative will act as our brand ambassador and will display premier verbal customer service skills.  You have a passion for life, passion for wellness and for healthy living.  You will be described as compassionate, positive, loving, caring, full of life and energy, and passionate about the healing benefits of therapeutic cannabis.  You are a ball of energy, sunshine on a cloudy day, warmth of a comfortable home, and the friend that is always there. You will have a background in health care and customer service.  You will be knowledgeable about healthy living, eating and health maintenance.  You will beam EMPOWER YOUR HEALTH.

CORE JOB RESPONSIBILITIES

• Manage incoming calls and answer calls in the order in which they are received.
• Respond to and resolve customer questions, requests, and complaints. Utilize the scripted responses outlined in the Customer Care Manual. Call a supervisor if needed.
• Obtain the customer's full name, the name of the caregiver, if applicable, date of birth, address, ordering physician and route of application of product.
• Enter customer and order information into shared network.
• Compassionate Use Registry searches.
• Accurately meet customers' needs promptly and effectively.
• Obtain proper information from the appropriate departments and use as needed when helping our customers.
• Communicate with employees to maintain a steady customer traffic flow to maximize sales and customer satisfaction.
• Consult with the Subject Matter Expert on duty in order to provide correct product suggestion to customer.
• Refer to the Customer Care SOP in order to ensure proper protocol when assisting our customers.
• Record and collaborate with TAS Dispensary, and Delivery Team regarding preorders and online orders to ensure accurate product information, and timeliness of delivery.
• Discuss the Company's economic hardship plan and have the customer complete and return form and enclosed subsequent documentation in order for Parallel to determine if customer is eligible for a lower cost product.
• Maintain organization of desk space through daily upkeep and light cleaning.
• Maintain knowledge of all applicable state and local laws, as well as documentation processes in accordance with the State of Nevada Office of Compassionate Use.
• Maintain an understanding our cannabis-based therapeutics, and services provided by the Company.
• Educate customers on the processes of registration, renewals, lost registration documents, etc.
• Maintain an understanding of Parallel's products, dosing, and routes of administration.
• Record specific requests, preferences, and notes concerning customer registration status using appropriate software.
• Maintain awareness of customer input and suggest changes to improve service or product.
• Prepare documents as needed to assist customers in registering with the State of Nevada Office of Compassionate Use if required.
• Ensure all customer files are current and required documentation is on file and follows all guidelines issued by the State of Nevada.
• Maintain customer database through entering new customers, adding or removing membership, updating changes in information, scheduling appointments and updating customer registration status.
• Coordinate with the Call Center Manager for office supplies as needed.
• Route media calls to the appropriate manager immediately (do not comment unless authorized to do so).
• Comply with Parallel's current policies and procedures and applicable state and local laws.

JOB  REQUIREMENTS

• High School Diploma or equivalent required
• Knowledge of recreational marijuana policy and law preferred
• Fun attitude, strong work ethic; strong attention to detail; team player mentality with passion for cannabis; ability to work weekends, evenings and holiday shifts
• Ability to communicate to employees in organization
• Ability to work in a fast-paced, changing and challenging environment
• Ability to make decisions as necessary with oversight when needed

**To work in this position, the successful candidate must hold or be qualified to obtain a Nevada Marijuana Agent Card. Proof of identity and eligibility to work in the United States, verifiable by providing a Federal Form 1-9, is required

PHYSICAL REQUIREMENTS

• Must be able to remain in a stationary position 75% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery
• Ability to lift, push, and pull 50 pounds
• Ability to sit, squat, bend, and kneel repetitively throughout a workday

PARALLEL IS UNITED BY OUR VISION, MISSION & VALUES

OUR VISION – why we exist - is to pioneer well-being and improve the quality of life for humanity through the benefits of cannabinoids.

OUR MISSION – how we will do this – is to build a leading, global well-being company through the best talent, our values, trusted and recognized brands, science and technology-based innovation, and a relentless focus on execution and continuous improvement.

6 CORE VALUES OF A PARALLEL ASSOCIATE

INTEGRITY -  We operate in a regulated and unchartered industry.  Act and make decisions that stand up to scrutiny and reflect our position as a sophisticated, credible and respected leader.  Be honest, trustworthy, dependable, and honorable.  Demonstrate sound moral and ethical ways of interacting.

COLLABORATION - We are a collection of the best talent at all levels.  Learn and grow from this diversity:  welcome healthy debate and proactively seek other perspectives and points of view to find the best solution while not resting on consensus.   Proactively ensure the right people have the right information at the right time.  Work as a team vs. an individual performer.

AGILITY - We are growing incredibly fast in a new industry.  Be open to change, be ready to pivot on the moment's notice, and act with a sense of urgency to take advantage of opportunities. Then be ready to do it again.  Quickly –and calmly -respond and adapt to the unexpected. Modify and streamline processes, find more efficient ways of doing your job.  Work efficiently across markets, time zones, and functions.

INTENTIONALITY - Intentionality requires action –it makes your intentions happen. Good thoughts are meaningless without action.  It is initiative directed by the purpose to move our business forward. Intentionality is doing things important to you, even when not easy.  Transformational change happens with intentionally.

ALIGNMENT - Together, we must understand and believe in our vision, mission, business and team goals and priorities.  When we make a decision, even when we don't have consensus we all align behind that decision and execute.  We don't revisit decisions unless we have material new data or circumstances.

ACCOUNTABILITY - Make the best proactive and reactive decisions given the available information and the wisest counsel. • Own your decisions, actions and outcomes, and promptly correct mistakes. • Be reliable, honor commitments and do not finger point, off-load responsibilities, or criticize co-workers. Look after co-workers and team's success.

DISCLAIMER

Parallel reserves the right to change or assign other duties to this job description. Your employment with Parallel is a voluntary one and is subject to termination by you or Parallel at will, with or without cause, and with or without notice, at any time.  Nothing in this document shall be interpreted to be in conflict with or to eliminate or modify in any way the employment-at-will status of Parallel associates.