Note: The job is a remote job and is open to candidates in USA. Green Thumb Industries (GTI) is dedicated to promoting well-being through the power of cannabis. They are seeking a Customer Service Representative to deliver exceptional support and create a seamless experience for consumers 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
Skills
- 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
Company Overview