Customer Service Representative

Job Description

Key Responsibilities

• Open and maintain customer accounts by accurately recording all account information
• Manage inbound partner and customer emails, ensuring timely responses within 24 hours
• Collaborate with the social media team to monitor and address service-related issues flagged online
• Resolve product or service issues by identifying root cause and offering solution-driven guidance and working with various business unit partners
• Educate customers on cannabis product types, usage guidelines, terpenes, cannabinoid profiles, and promotional opportunities
• Support both retail dispensaries and wholesale clients with order entry, refunds, exchanges, and general inquiries
• Maintain accurate records of customer interactions and transactions within CRM and service tools and report data monthly
• Contribute to the development and ongoing maintenance of internal knowledge resources (FAQs, SOPs, playbooks)
• Recommend and assist with implementation of customer-service process improvements
• Assist with onboarding and training of future customer service team members
• Follow all communication procedures, documentation standards, and company policies
• Work cross-functionally with Sales, Inventory, Compliance, and Marketing teams to ensure smooth customer support experiences
• Perform additional duties assigned to support continuous improvement

Requirements

• High school diploma or equivalent (GED)
• 3–5 years of experience in customer service, call center, or a related support environment
• Excellent written and verbal communication skills
• Proficiency in tools such as HubSpot, Microsoft Teams, and inventory/order management platforms (e.g., LeafTrade)
• Ability to multitask and manage time effectively in a fast-paced, remote work environment
• Friendly, professional demeanor with strong interpersonal skills
• High attention to detail, accuracy, and documentation standards
• Data-driven mindset with the ability to interpret performance metrics to guide improvement
• Problem-solving attitude with a continuous improvement approach
• Familiarity with cannabis products, terpenes, cannabinoid profiles, and basic compliance guidelines preferred
• Experience working in the cannabis industry or as a budtender is a plus
• Comfortable with social media-based customer service interactions
• Passion for customer success, community wellness, and ethical business practices

Benefits & Perks

• Comprehensive Health Coverage – Medical, dental, vision, and prescription plans available for employees and their dependents
• Mental Health & Wellness Support – Access to the AI-powered Sabender platform, confidential counseling and life coaching through PAS, nutrition coaching, and discounts at Husk Fitness
• Flexible Paid Time Off (PTO) – Generous PTO to support work–life balance
• Employee Assistance Program (EAP) – Free, confidential support for mental health, financial planning, legal matters, and more
• Paid Parental Leave – Dedicated time to rest, recharge, and care for your growing family
• 401(k) with Company Match – Save for the future with a 4% company match and immediate vesting
• Pet Insurance – Affordable coverage options to keep your pets healthy
• Employee Discounts – Exclusive savings at any of TerrAscend’s 39+ dispensary locations
• Recognition Program – Earn points through peer-to-peer recognition and redeem for Amazon rewards or gift cards
• Disability & Life Insurance – Company-paid protection for life’s unexpected moments

Job Details