Customer Experience Associate

NABIS • Rochester, NY

10d • $20 - $23 • Onsite

About The Position

This role is based in New York and will support Nabis’ growing New York market, working with brands and retail partners operating under New York State Office of Cannabis Management (OCM) regulations. The Customer Associate’s primary role is to act as an extension of the Nabis operation, actively aligning the goals of our brands and retail partners with the day-to-day operation. The ideal candidate will be punctual, detail-oriented, empathetic and can communicate clearly and effectively. They will work well in customer service-related situations, as well as within the operation.

Requirements

• 2 years relevant work/customer service experience
• Basic math skills
• Strong and timely communication across all platforms (phone, Zendesk, Slack) and ability to choose the most effective kind per situation as well as correct grammar, spelling, and tone
• High level of patience and empathy for Nabis Partners
• Ability to communicate between departments with humility and understanding
• Experience with de-escalation and client retention
• Basic knowledge of payments and collections, including cash-on-delivery (COD) processes and invoice reconciliation
• Keen awareness and situational judgment — able to read partner needs, prioritize urgent issues, and respond with the right level of urgency
• Collaborative, team-first orientation — no task is too small, and success is measured by partner outcomes, not individual credit
• Willingness to learn new software and platforms
• Adaptability
• Ability to multitask and take on more than one project at a time

Nice To Haves

• New York cannabis industry experience is a plus
• Familiarity with NYS Office of Cannabis Management (OCM) regulations is a strong advantage
• Bilingual in Spanish and English is a plus

Responsibilities

• Provide support to both internal and external Nabis Partners, such as brands and retailers
• Support customer experience managers with ad-hoc projects
• General assistance of Operations Managers
• Execute several inbound and outbound calls, emails, chats
• Maintain response times, missed call rates, and other KPIs at a rate equivalent to or above the team’s average
• Monitor communications to help keep other departments informed and responsive
• Work with various internal and external stakeholders to champion partner needs and drive towards solutions that improve partner success
• Identify and escalate issues to the appropriate channels

Benefits

• Medical/Dental/Vision is offered to all full-time employees.
• Paid safe and sick leave in compliance with NYC’s Expanded Earned Safe and Sick Time Act (ESSTA).
• Well-rounded co-workers and teammates who are all striving towards the same goal. Nabis maintains a fun and energetic culture!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed