Senior Customer Support Representative - Remote

Overview

The Senior Customer Support Representative (SCSR) will lead a team of Customer Service Representatives to deliver exceptional service to wholesale customers, ensuring adherence to policies and fostering a high-performing environment.

In Short

• Manage escalated customer inquiries via phone, email, and chat.
• Support CSRs with complex ordering and fulfillment processes.
• Onboard new cannabis retailers to the OCS B2B portal.
• Collaborate with internal teams for customer success.
• Resolve customer concerns through effective investigation.
• Act as a subject matter expert on cannabis regulations.
• Provide feedback to improve customer experience.
• Monitor order processing for accuracy and timeliness.
• Drive performance improvements within the CSR team.
• Ensure compliance with company policy and regulations.

Requirements

• Completion of Secondary School; post-secondary education preferred.
• 4+ years of Customer Service experience.
• Experience in a contact center environment.
• Intermediate Microsoft Office skills.
• Strong problem-solving and relationship management skills.
• Excellent project management abilities.
• Proactive approach to process improvement.
• Strong analytical skills and attention to detail.
• Excellent oral and written communication skills.
• Ability to work in a dynamic environment.

Benefits

• Competitive salary range of $73,113-$81,000.
• Fully remote work schedule with occasional in-office requirements.
• Inclusive and equitable workplace culture.
• Support for reasonable accommodation during recruitment and employment.