Client Experience Associate

The Client Experience Associate at Nabis plays a pivotal role in supporting the company's expanding New York market, collaborating with brands and retail partners operating under New York State Office of Cannabis Management regulations. This position serves as an extension of Nabis' operations, ensuring alignment between partner objectives and daily activities. The ideal candidate is punctual, detail-oriented, empathetic, and possesses clear and effective communication skills.

Key responsibilities include providing support to both internal and external partners, such as brands and retailers, and assisting customer experience managers with various projects. The associate will handle inbound and outbound communications across multiple platforms, maintain response times and other key performance indicators, and monitor communications to keep departments informed and responsive. Additionally, the role involves working with stakeholders to champion partner needs and drive solutions that enhance partner success, as well as identifying and escalating issues to appropriate channels.

Candidates should have at least two years of relevant customer service experience and the ability to work occasional evening and weekend shifts. Strong communication skills across various platforms, including phone, Zendesk, and Slack, are essential, along with correct grammar, spelling, and tone. A high level of patience and empathy for partners, the ability to communicate between departments with humility, and experience with de-escalation and client retention are also required. Basic knowledge of payments and collections, including cash-on-delivery processes and invoice reconciliation, is beneficial. Familiarity with New York cannabis industry regulations and bilingual proficiency in Spanish and English are considered strong advantages.

Compensation for this role ranges from $20 to $23 per hour, paid weekly. Nabis offers medical, dental, and vision benefits to all full-time employees, along with paid safe and sick leave in compliance with New York City's Expanded Earned Safe and Sick Time Act. The company fosters a fun and energetic culture, with well-rounded co-workers and teammates all striving towards the same goal.