Offer summary

Qualifications:

Strong written and verbal communication skills in English., Proven experience in a voice support role or similar customer service position., Familiarity with CRM systems and ability to multitask across communication channels., A positive attitude and passion for delivering exceptional customer service..

Key responsibilities:

Handle inbound customer calls and resolve queries efficiently.

Provide support through online chat, email, and video calls.

Process refunds, exchanges, and document all interactions in the CRM system.

Participate in regular training sessions to stay updated with product changes and company policies.

Job description

This is a remote position.

Work Schedule:

Timezone: EST

Training Schedule: To be announced (8–10 days)

The schedule could be one of the following

Position 1: Tuesday – Saturday (with a 30-minute lunch break)

Tuesday to Thursday: 8:30 AM – 6:00 PM (8.5 hrs/day)
Friday: 9:00 AM – 6:00 PM (8 hrs)
Saturday: 9:00 AM – 4:00 PM (6.5 hrs)
Total: 40 hours/week

Position 2: Sunday – Thursday (with a 30-minute lunch break)

Sunday: 9:00 AM – 4:00 PM (6.5 hrs)
Monday to Wednesday: 8:30 AM – 6:00 PM (8.5 hrs/day)
Thursday: 9:00 AM – 6:00 PM (8 hrs)
Total: 40 hours/week

Responsibilities

Handle inbound customer calls, ensuring queries are resolved efficiently and effectively.
Provide support through online chat, email, and video calls.
Access and navigate the internal CRM to retrieve customer order details.
Process refunds, exchanges, and other customer requests in line with company policies.
Send out email and SMS quotes to customers.
Escalate complex issues to the relevant department or senior staff.
Maintain a high level of product knowledge to provide accurate information to customers.
Document and log all interactions in the CRM system.
Participate in regular training sessions to stay updated with product changes and company policies.

Requirements

Strong written English and verbal communication skills.
Proven experience in a voice support role or similar.
Ability to multitask and manage multiple channels of communication.
Noise-cancelling headset with a clear microphone.
Familiarity with CRM systems and practices.
Ability to work under pressure and handle challenging customer interactions.
A positive attitude and a passion for delivering exceptional customer service.

Have strong customer service experience

Are extremely reliable with their schedule and internet connectivity

Are responsible, accountable, and coachable

*Interested candidates should submit a video introduction answering the following questions:

1. Your name and location

2. Total number of years of experience in Customer Service

3. What qualities do you possess that make you a great customer support agent?

4. Why should we hire you?

Benefits

Compensation & Benefits:

Bonus structure is based on the Customer Service team hitting our 5-star review goals, with a top bonus of $90 USD
PTO
Paid holidays:
- Thanksgiving – 11/27
- Christmas – 12/25
- New Year’s Day – 1/1
Access to the CannaMD gift program