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.

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.