Customer Service Representative

Customer Service Representative

Illinois

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.
• Educate the consumer. Explain what happened, what you did about it, and what to expect next. Leave no one guessing.
• Follow conversation guides while applying real critical thinking. The guide is the baseline; VIBE is what makes it great.
• Document consumer and patient information accurately and completely.
• Stay current on products, policies, regulations, and procedures. The cannabis space moves fast -- we move with it.
• Assist consumers with account access, order questions, and product guidance when appropriate.
• Navigate multiple systems simultaneously without letting the consumer feel the friction.
• Adapt to regulatory, policy, and process changes as they come. Flexibility is part of the job.
• Communicate with your teammates like the team-first people we are. We over me, always.
• Meet and exceed individual and team goals. We hold ourselves to a high bar because our consumers deserve it.
• Show up consistently. Remote doesn't mean disconnected -- your team and your consumers are counting on you.

Qualifications

• 1-3 years of customer service or contact center experience.
• Cannabis industry experience preferred, but not required
• A natural ability to make people feel heard. Warmth, patience, and energy come standard.
• Strong communication skills across written and verbal channels. You adapt your tone -- calm and clinical for Medical consumers, warm and energetic for Adult Use.
• Proven ability to manage multiple conversations and tasks without dropping the ball.
• Experience supporting consumers via phone, chat, and email.
• Comfort working across multiple platforms and systems at once.
• The stamina for extended screen time and the focus to stay present through a full shift.
• A genuine belief that wellness is a right -- not a luxury -- and a desire to help people access it.

Additional Requirements

• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry

Our Mission: To promote well-being through the power of cannabis.

We're humble —We prefer quiet confidence and don't shout about our success.

We're hardworking —We put our heads down and get the job done.

We're grateful —Working in our industry is a privilege and an act of service.

We're transparent —Honest and open communication keeps us healthy as an organization.

We're collaborative —And believe good ideas can come from anywhere.

We have a growth mindset —One that's grounded in well-being.

At GTI we believe that our corporate community should be a reflection of the communities we serve. We are dedicated to fostering an inclusive culture that celebrates diversity across race, sex, age, gender identity, sexual orientation, disability, nationality, religion, experience, and thought—not only because it is right, but because it makes us better. Our mission—the right to wellness—informs our commitment to champion economic opportunities in communities disproportionately affected by the war on drugs through employment and community involvement. GTI is proud to be an equal opportunity workplace.

We can't wait to meet you.

The pay range is competitive and based on experience, qualifications, and/or location of the role. Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.

Green Thumb Pay Range

$19.25 - $21.65 USD