Contact Centre Representative
About The Position
The Ontario Cannabis Store is seeking a Customer Service Representative (CSR) to serve as the primary contact for private recreational cannabis retailers and eCommerce customers. This role involves delivering high-quality, customer-focused service across multiple channels, including phone, live chat, and email. Key responsibilities include supporting the end-to-end processing of wholesale and retailer orders, assisting with accounts receivable, monitoring order flow, optimizing multi-channel fulfillment, and aiding in fraud and order management reviews, delivery investigations, retailer onboarding, contract maintenance, and quality assurance resolutions. The CSR will also educate and support OMNI Channel customers by providing personalized product knowledge and promoting responsible cannabis use. The role requires proactive management of order delays or discrepancies, escalating issues as needed, to maintain high service standards. Additionally, the CSR will contribute to continuous improvement by tracking KPIs, analyzing customer interaction trends, and offering actionable insights to enhance the overall customer experience.
Requirements
- Completion of Secondary School
- 2+ years of Customer Service experience
- Experience working in a call center
- Intermediate Microsoft Office skills
- Strong Problem-Solving Skills
- Superior Customer Relationship Skills
Nice To Haves
- Bilingualism (French/English)
Responsibilities
- Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat
- Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions
- Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams
- Proactively monitor and resolve order issues, such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary
- Maintain accurate CRM records of customer interactions, issues, and solutions
- Guide customers through returns in alignment with OCS policies and QA standards
- Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal
- Support emerging distribution channels, including Click & Collect, consumption lounges, and same/next-day delivery options
- Assist with reconciliation of account discrepancies, including shipment and inventory issues
- Educate customers on product selection, availability, and social responsibility practices
- Track and analyze customer trends, report KPIs, and provide insights to improve service performance
- Share customer feedback with internal teams to support continuous improvement efforts
Benefits
- Accessible, equitable and inclusive candidate and employee experience
- Reasonable accommodation throughout the recruitment process and in employment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
