Customer Support Agent

WholesomeCo Cannabis•Bountiful, UT

1d•$17 - $18•Remote

About The Position

At WholesomeCo, you’re not just taking a job; you’re joining a team that’s constantly evolving, innovating, and raising the bar. Every new hire is an opportunity for us to level up as a company, and we look for individuals who bring curiosity, a positive attitude, transparency, strong communication, a strong work ethic, and the ability to collaborate respectfully while making their mark. We’re committed to bringing out the best in each team member, and we hope every hire will help us discover bold, creative ways to grow together. Work at WholesomeCo is meaningful, but we also know how to have fun, with team camaraderie, shared experiences, and moments to celebrate built into our culture. WholesomeCo is at the forefront of normalizing cannabis as a natural path to health and wellness. From medical cannabis services and statewide delivery to 99% of Utah’s population, to retail, drive-thru, and online pick-up through our West Bountiful pharmacy, we combine convenience, care, and cutting-edge technology. Our in-house app, cultivation and processing facilities, and our growing line of WholesomeCo-branded products showcase our innovative, vertically integrated approach. Known for our tech-driven solutions, data focus, and commitment to continuous improvement, we put patients first, guiding them along their unique cannabis journeys and expanding access every step of the way. Join WholesomeCo, where your contributions matter, your ideas are valued, and each day offers the chance to grow, innovate, and make a real difference in people’s lives. Our customer support team requires strong collaboration with internal teams throughout the process. You will be assisting the medical patients of Utah throughout their journey. This is an end-to-end customer support role, as you assist, educate, guide and support Utah’s medical cannabis patients with their needs.

Requirements

Superior communication skills are paramount - written and verbal
Strong computer skills. Experience using Microsoft Office products as well as extremely comfortable working with new software/applications
Experience working with smartphone applications
Good teamwork mentality: able to build trustworthy and supportive working relationships
Strong logical thinking, analytical skills, and problem solving skills
Flexibility and ability to adjust to a start-up environment that is fast-paced and constantly changing
Must be reliable and dependable at all times. Operations will rely on your schedule weekly to be successful.
Flexible schedule -ability to work evenings, weekends, and overtime if needed.
2+ years of customer service experience preferred
Must pass all required background checks
Age 21 or over, per state requirement
Bilingual, English/Spanish proficiency strongly preferred
High school diploma or equivalent
Schedule flexibility - availability to work weekdays, weekends, and holidays

Nice To Haves

Experience in the Cannabis Industry is a plus

Responsibilities

Answer incoming patient calls
Return voicemails from patients
Make outbound calls when needed
Respond to chats and emails during scheduled times
Coordinate and help Retail Operations with patient orders, returns, and in store resolution assistance
Actively work on internal tickets from multiple departments
Collaborate with management to stay updated on new products, services, and policies
Record customer information within our customer service database
Engage with patients in a friendly and professional manner while actively listening to their concerns
Offer support and solutions to patients in accordance with the company's customer service policies
Maintain an on-going knowledge of company products and current state laws regarding medical cannabis and delivery regulations
Coordinate and help Dispatch schedule/reschedule deliveries and delivery questions for pending and in route orders
Help monitor routing software and communicate effectively with the dispatch team throughout the day. You’ll be the point of contact for all patient inquiries if they need assistance while out on a delivery route.
Help patients with canceling, ordering and adjusting orders
Communicate through internal communications to ensure all tasks and duties are being completed
Work directly with our Dispatch, Delivery Fulfillment, In Store Fulfillment and Inventory Team to resolve patient concerns and questions
Maintain relationships with multiple departments and build a firm foundation that will allow you to be trusted with company and state regulations and policies
Attend meetings, trainings and mandatory state classes

Benefits

Paid time off (PTO)
2 weeks accrued annually during the first two years of employment
3 weeks accrued annually after two years of continuous employment
4 weeks accrued annually after five years of continuous employment
Seven (7) paid holidays per year
30 minute paid lunches per working day over 5 hours
Employee Assistance Program (EAP)
401(k) with 100% employer match up to 3% and 50% match for the following 2%
Employer paid $25,000 of basic life coverage
Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products