Customer Service Representative

Job Description

REQUIREMENTS

• 1-3 years of customer service or contact center experience.
• Cannabis industry experience preferred, but not required
• A natural ability to make people feel heard. Warmth, patience, and energy come standard.
• Strong communication skills across written and verbal channels. You adapt your tone
• – calm and clinical for Medical consumers, warm and energetic for Adult Use.
• Proven ability to manage multiple conversations and tasks without dropping the ball.
• Experience supporting consumers via phone, chat, and email.
• Comfort working across multiple platforms and systems at once.
• The stamina for extended screen time and the focus to stay present through a full shift.

RESPONSIBILITIES

• Show up for every consumer like they’re the only consumer. Value them from the first moment of contact, acknowledge quickly, and make them feel prioritized.
• Deliver exceptional support across chat, phone, and email. Handle up to 3 concurrent chats and 1 call, keeping quality high across every channel.
• Instill trust by communicating clearly, honestly, and with empathy. Own the interaction, stay calm under pressure, and guide the consumer to resolution.
• Build the experience. Actively listen, personalize your approach, and meet consumers where they are
• Educate the consumer. Explain what happened, what you did about it, and what to expect next. Leave no one guessing.
• Follow conversation guides while applying real critical thinking. The guide is the baseline; VIBE is what makes it great.
• Document consumer and patient information accurately and completely.
• Stay current on products, policies, regulations, and procedures.
• Assist consumers with account access, order questions, and product guidance when appropriate.
• Navigate multiple systems simultaneously without letting the consumer feel the friction.
• Adapt to regulatory, policy, and process changes as they come. Flexibility is part of the job.
• Communicate with your teammates like the team-first people we are. We over me, always.
• Meet and exceed individual and team goals. We hold ourselves to a high bar because our consumers deserve it.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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