Customer Service Representative

The Role

This role is the heartbeat of the GTI Consumer Experience Team. You're the first voice a consumer hears, the first human behind the chat, the first person who makes them feel like they matter. You're not just answering questions. You're delivering on our mission to promote well-being through the power of cannabis and helping people live freely.

Every interaction is an opportunity to create a seamless, empathetic experience that turns a consumer's frustration into trust and their question into confidence. That's the VIBE. That's the standard.

Responsibilities

• Show up for every consumer like they're the only consumer. Value them from the first moment of contact, acknowledge quickly, and make them feel prioritized.

• Deliver exceptional support across chat, phone, and email. Handle up to 3 concurrent chats and 1 call, keeping quality high across every channel.

• Instill trust by communicating clearly, honestly, and with empathy. Own the interaction, stay calm under pressure, and guide the consumer to resolution.

• Build the experience. Actively listen, personalize your approach, and meet consumers where they are -- Adult Use or Medical, frustrated or curious. </