Customer Service Representative

The Role

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,frustratedor 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.

• Assistconsumers with account access, order questions, and product guidance whenappropriate.

• Navigate multiple systems simultaneously without letting the consumer feel the friction.

• Adapt toregulatory, policy, and process changes as they come. Flexibility is part of the job.

• Communicate with your teammates likethe team-first people weare. Weoverme, always.

• Meet and exceed individual and team goals. We hold ourselves to a high bar because ourconsumersdeserve it.
• Show up consistently. Remotedoesn'tmean disconnected -- your team and your consumers are counting on you.

Qualifications

• 1-3 years of customer service or contact center experience.

• Cannabis industry experience preferred, but notrequired

• A natural ability to make people feel heard. Warmth, patience, and energy come standard.

• Strong communicationskills across written and verbal channels. You adapt your tone -- calm and clinical forMedicalconsumers, 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.

Additional Requirements

• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry

Our Mission: To promote well-being through the power of cannabis.

We're humble

We're hardworking

We're grateful

We're transparent

We're collaborative

We have a growth mindset

Calling all curious, collaborative, compassionate, boundary-pushing, trustworthy stewards: There’s a place for you.

Join us on our mission to promote well-being through the power of cannabis while giving back to the communities in which we serve.

People are everything at Green Thumb. Some of us nurture plants while others pore over legal documents or open new stores. A few things we have in common? We’re stewards of the plant, a happy and humble bunch and genuinely love what we do.