Customer Service Representative - Remote

Overview

The Customer Service Representative (CSR) at TerrAscend is a frontline ambassador of our brand, delivering responsive, empathetic, and knowledgeable support to both retail dispensary customers and wholesale partners, ensuring a seamless and satisfying customer experience.

In Short

• 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.
• Educate customers on cannabis product types, usage guidelines, and promotional opportunities.
• Support both retail dispensaries and wholesale clients with order entry, refunds, and exchanges.
• Maintain accurate records of customer interactions and transactions within CRM.
• Contribute to the development and ongoing maintenance of internal knowledge resources.
• Recommend and assist with implementation of customer-service process improvements.
• Assist with onboarding and training of future customer service team members.

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 and Microsoft Teams.
• 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.
• Problem-solving attitude with a continuous improvement approach.
• Familiarity with cannabis products and compliance guidelines preferred.

Benefits

• Opportunity to work in a growing industry.
• Supportive work environment focused on community wellness.
• Training and development opportunities.
• Engagement with a passionate team.
• Flexible work arrangements.