TerrAscend

Customer Service Representative

TerrAscend

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $18 - $20 per hour

About the role

  • 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.
  • Other duties as assigned.

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.
  • Background Check Required.
Benefits
  • 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 (availability may vary by state—ask your recruiter for details).
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center experienceorder managementdata interpretationproblem-solvingmultitaskingattention to detaildocumentation standardstrainingprocess improvement
Soft Skills
written communicationverbal communicationinterpersonal skillsprofessional demeanortime managementfriendly attitudecustomer successcommunity wellnessethical business practicescontinuous improvement
Certifications
high school diplomaGED