CBPO Remote Contact Center Representative

PharmaCentra, LLC•,

4d•Remote

About The Position

PharmaCentra LLC d/b/a CannabisBPO is seeking a full-time remote customer service representative to support customers and retail partners in the legal cannabis industry. This work-from-home contact center position communicates with customers by phone, email, and chat, providing professional, accurate, and responsive customer service. The representative handles inbound and outbound interactions, answers questions, resolves inquiries, researches information, and accurately documents customer communications. The role involves using multiple computer applications, browser tabs, client systems, and other resources while assisting customers. Employees are expected to remain available, engaged, focused, and actively perform assigned duties throughout scheduled working hours, except during authorized breaks and meal periods. Consistent attendance, reliability, schedule adherence, attention to detail, and meeting established quality, productivity, and performance expectations are required. This is a remote position, but work must be performed from within the United States at an approved work location. Employees need a quiet, private, professional workspace suitable for customer interactions and confidential information. Use of VPNs, proxies, remote desktops, location-masking services, or similar technology to conceal or misrepresent the work location is prohibited. Candidates must meet specified computer, peripheral, and wired internet requirements, and remote-work technology, connectivity, and physical work location may be verified during selection. Applicable pre-employment screening and a background check are required. The full-time position is up to 40 hours per week. Operating hours may include Monday through Saturday, 9:00 a.m. to 9:00 p.m. Eastern Time, and Sunday, 9:00 a.m. to 5:00 p.m. Eastern Time. Schedules may vary based on business and client needs. Evening and weekend availability is required, including availability to work at least one weekend day each week. The company offers DailyPay, a remote work environment, and opportunities to develop skills and grow within the organization.

Requirements

Knowledge of the legal cannabis industry.
High school diploma or equivalent.
At least one year of customer service, call center, contact center, or related customer-facing experience.
Strong verbal and written communication skills.
Active listening, problem-solving, computer, and documentation skills.
Comfort learning new technology and navigating multiple applications and browser tabs while communicating with customers.
Working knowledge of Microsoft Windows.
Ability to work from within the United States at an approved work location.
A quiet, private, professional workspace appropriate for customer interactions and protecting confidential information.
Windows 10 or Windows 11 PC with an Intel Core i5 or AMD Ryzen 5 processor or better, at least 8 GB RAM, and at least a 256 GB SSD; Mac computers and Chromebooks are not supported.
Second monitor, webcam, and USB headset.
Reliable wired high-speed internet with minimum speeds of 50 Mbps download and 50 Mbps upload.
Consistent attendance, reliability, schedule adherence, attention to detail, and ability to meet established quality, productivity, and performance expectations.
Evening and weekend availability, including availability to work at least one weekend day each week.
Successfully complete applicable pre-employment screening requirements and pass a background check.

Nice To Haves

Previous dispensary or cannabis industry experience.
Bilingual English/Spanish skills.

Responsibilities

Handle inbound and outbound customer interactions by phone, email, and chat.
Answer questions and resolve customer inquiries from customers and retail partners.
Research information needed to assist customers.
Accurately document customer communications.
Use multiple computer applications, browser tabs, client systems, and other resources while assisting customers.
Remain available, engaged, focused, and actively perform assigned duties during scheduled hours, except during authorized breaks and meal periods.
Meet attendance, reliability, schedule-adherence, quality, productivity, and performance expectations.