Homeoffice Senior Rapid Response Representative (Tallahassee, FL, US, 32312) chez Trulieve

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you! 

At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn.

Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer.

Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need.

To learn more about our company, please visit our website; 

https://www.trulieve.com

Requisition ID:  16101 

Remote Work Available: Yes 

Job Title: Senior Rapid Response Representative

Business Unit: Marketing

Location: Remote

Reports To: Rapid Response Team Supervisor

Role Summary

The Senior Rapid Response Representative will be an integral part of the Trulieve Marketing department, reporting to the Rapid Response Team Supervisor. This role will focus on reviewing active alerts within Medallia and contacting customers across multiple platforms.

Responsibilities

• Serve as the primary escalation point for complex or sensitive customer interactions, ensuring timely and effective resolution.
• Monitor team performance metrics and provide feedback to support continuous improvement and adherence to KPIs and SOPs.
• Act as a subject matter expert and first-line support for team members, answering questions and guiding them through challenging scenarios.
• Liaise between Medallia (VOC) and cross-functional teams including Marketing, IT, and Retail Store Management.
• Communicate with end users via Medallia and Zendesk to deliver elevated, white glove customer experiences.
• Lead by example in managing customer interactions with a focus on long-term loyalty and satisfaction.
• Maintain advanced documentation and coordinate reviews across retail, email, and digital platforms.
• Adapt quickly to evolving digital tools and environments, maintaining multi-platform proficiency.
• Identify trends and provide strategic recommendations for process improvements and customer experience enhancements.
• Ensure the integrity of closing-the-loop practices and optimize workflows for efficiency and effectiveness.

QUALIFICATIONS

• Must be at least 21 years of age
• Must be able to pass a level 1 and level 2 background check and drug screening
• At least 2+ years in a customer experience-based role
• Proficiency in MS Office, as well as CX and CRM software, such as Medallia and Zendesk.
• Exceptional interpersonal skills and a client-centered approach.
• Superb communication, collaboration, and problem-solving skills.
• Experience based approach to customer service is a must.

Trulieve job description is not designed to contain all activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Trulieve is an equal-opportunity employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Salary will be commensurate with experience.   A comprehensive benefits package including paid time off is offered with this position. This position will work an average of 40 hours per week and will be available “after hours” if an emergency situation should arise.

Trulieve provides equal employment opportunities to all employees 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, pregnancy or any other characteristic protected by federal, state or local laws.