Call Service Representative
About The Position
Ivy Hall is Illinois’s premier sensory cannabis dispensary, redefining the retail experience through warmth, education, and style. As the state’s first sensory dispensary, we combine immersive atmospheres, thoughtful product curation, and concierge-level service. Our mission is to demystify cannabis with friendly guidance, premium products, and a commitment to community. With locations across Chicago and Illinois, Ivy Hall is more than a dispensary—it’s a community hub and destination of discovery, inspiring connection and redefining cannabis retail through creativity and innovation. Bilingual (Spanish/English) candidates are strongly encouraged to apply!! Job Summary We are looking for an energetic, customer-focused Call Center Representative to be the voice of our dispensary. This position plays a critical role in creating exceptional customer experiences by assisting guests over the phone with placing orders, answering product questions, resolving concerns, and ensuring every interaction reflects our commitment to hospitality. The ideal candidate thrives in a fast-paced environment, is comfortable juggling multiple tasks at once, and brings previous customer service experience — cannabis or wellness retail background is a strong plus.
Requirements
- Previous Call Center or Contact Center experience
- Previous Budtender or Cannabis Retail experience
- Strong knowledge of cannabis products, consumption methods, and customer education
- Ability to type quickly and accurately while maintaining high-quality interactions
- Computer savvy with the ability to quickly learn new software
- Proven ability to multitask across multiple applications while maintaining excellent customer service
- Excellent organizational and time management skills
- Strong communication skills, both verbal and written, with the ability to convey information clearly and professionally
- Experience handling difficult conversations and utilizing de-escalation techniques
- Reliable high-speed internet and a distraction-free remote work environment
- Open availability during business operating hours, including evenings, weekends, and holidays as needed
Nice To Haves
- Cannabis industry or wellness-related experience strongly preferred
- Experience using POS, CRM, or order management systems (preferred)
- Experience with online ordering platforms (preferred)
- Bilingual candidates are encouraged to apply (preferred)
Responsibilities
- Answer incoming customer calls in a professional, friendly, and efficient manner
- Assist customers with online and phone orders
- Deliver an exceptional hospitality experience with every interaction
- Resolve customer concerns using strong de-escalation and conflict-resolution techniques
- Provide accurate information regarding cannabis products, promotions, loyalty programs, and store policies
- Stay current on cannabis products, regulations, and company promotions
- Navigate multiple computer systems while speaking with customers
- Document customer interactions accurately and thoroughly
- Communicate with dispensary teams to resolve order or customer issues
- Work closely with cross-functional teams, contributing feedback and field intelligence
- Meet call quality, productivity, and customer satisfaction expectations
Benefits
- medical, dental, and vision insurance
- a 401(k) with optional HSA/FSA
- paid vacation and holidays
- an Employee Assistance Program
- pet insurance
- employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
