Customer Experience Representative

About the role

We are looking for a highly organized, detail‑oriented Customer Experience Representative to be the first point of contact for patients, caregivers, and prescribers of medical cannabis. Working in a hybrid setting, you will handle inbound and outbound communications, ensuring accurate order processing and exceptional service.

Key responsibilities

• Answer high‑volume inbound calls from customers, caregivers, and prescribers.
• Make daily outbound calls to new and existing patients and follow curated call‑out lists.
• Interact with customers via phone, email, chat, and in‑person to resolve order, shipment, and account issues.
• Check and respond to patient voicemails and emails promptly.
• Process online orders accurately and assist with phone orders, providing product information, pricing, and availability.
• Investigate and troubleshoot complaints, refunds, exchanges, and escalations related to payments, products, and deliveries.
• Gather and relay customer feedback to drive continuous improvement.
• Collaborate with business development, logistics, marketing, and inventory teams to ensure smooth fulfillment.
• Maintain detailed records of interactions, order status, and resolutions.

Required profile

• Self‑motivated and able to work independently while following strict compliance protocols.
• Exceptional communication and customer‑service skills.
• Comfortable handling a multi‑line phone system, electronic correspondence, and data entry.
• Willingness to contribute ideas for process improvement.
• Availability Monday‑Friday, 8:30 AM – 5:30 PM.

Required skills

• Proficiency with a multi‑line phone system.
• Accurate data‑entry capabilities.