Article by Devon Scoble, Lift
So you’re good with people, have a solid customer service background, and a passion for medical cannabis? Congratulations – you’ve got what it takes to work in customer care for a licensed producer (LP). To help you get the edge on competitors who don’t read Lift (if you can even call them competitors) we spoke with Guy DeGrace, concierge customer service representative at Hydropothecary, and Marc Provost, customer care manager at Tweed.
Talk the talk
Customer care reps at LP’s provide frontline service, dealing with everything from customer registration and administration, to liaising with doctors’ offices, to educating clients. They might spend their days responding to customer calls, answering client emails, or filing registration forms and confirming prescriptions with medical providers. Prospective employees can expect to be trained in the necessary legalities of the licensed producer/patient relationship, but a previous understanding of the cannabis plant and a passion for its medical properties are key, says Marc Provost.
Of course, knowing cannabis and knowing medical cannabis are not necessarily synonymous, and Provost cautions prospective customer care reps to err on the side of professionalism. “Don’t be too casual about it,” he says. He sees cannabis experience as a plus: many of Tweed’s reps have prescriptions themselves, and that experience is invaluable. But never forget that LP’s are in the business of medicine. “It’s just like any other job – you should come in here prepared for a professional interview. We need customer care professionals that are going to be able to take care of our customers.” DeGrace agrees. “Do treat it like a medicine, and don’t treat it like a party drug,” he says.
Prospective reps must be serious about helping others, and comfortable speaking with a wide range of people. There’s no typical medical cannabis user, says DeGrace — patients come from a range of backgrounds, experience a variety of ailments, and have varying previous experience with marijuana, and reps must be ready to address them all. Even better if they can address them all en Francais, says Provost. “Because we’re a national company, bilingualism is definitely a huge asset.”