Customer Service Representative

GreenThumb Ltd is a company dedicated to promoting well-being through the power of cannabis. They are seeking a Customer Service Representative to be the first point of contact for consumers, providing empathetic support and ensuring a seamless experience across various communication channels.

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 - Adult Use or Medical, frustrated or curious
• 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. The cannabis space moves fast - we move with it
• 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
• Show up consistently. Remote doesn't mean disconnected - your team and your consumers are counting on you

Requirements:

• 1-3 years of customer service or contact center experience
• 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
• A genuine belief that wellness is a right - not a luxury - and a desire to help people access it
• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Cannabis industry experience preferred, but not required