Full-Time Senior Customer Service Representative

About the Role

• Support the Customer Service Representatives team.
• Handle complex customer queries.
• Onboard newly licensed cannabis retailers to the OCS B2B portal.
• Collaborate with legal, finance, supply chain, and IT teams.

About Your Day

• Cultivate customer service relationships.
• Respond to escalated inquiries via telephone, email, and online chat.
• Support CSRs with transactional ordering and fulfillment processes.
• Support Account Managers in onboarding new customers.
• Resolve customer concerns by liaising with internal business partners.
• Onboard new private retailers in accordance with company policy and regulations.
• Act as a subject matter expert on cannabis regulations and OCS policy.
• Provide feedback from customers to internal teams.
• Monitor OMNI Channel orders and resolve order challenges.
• Drive performance improvement activities through call evaluations and coaching.

About You

• 4+ years of Customer Service experience
• Experience working with a dedicated client base in a contact center
• Intermediate Microsoft Office skills
• Strong Problem-Solving Skills
• Superior Customer Relationship Skills
• Excellent oral and written communication skills

Compensation

The target hiring range for this position is $73,113-$81,000 CAD per year.

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