Call Service Representative

Job Description

Job Description

About Ivy Hall

Ivy Hall is Illinois’s premier sensory cannabis dispensary, redefining the retail experience through warmth, education, and style. As the state’s first sensory dispensary, we combine immersive atmospheres, thoughtful product curation, and concierge-level service.

Our mission is to demystify cannabis with friendly guidance, premium products, and a commitment to community. With locations across Chicago and Illinois, Ivy Hall is more than a dispensary—it’s a community hub and destination of discovery, inspiring connection and redefining cannabis retail through creativity and innovation.

Bilingual (Spanish/English) candidates are strongly encouraged to apply!!

 

Job Summary

We are looking for an energetic, customer-focused Call Center Representative to be the voice of our dispensary. This position plays a critical role in creating exceptional customer experiences by assisting guests over the phone with placing orders, answering product questions, resolving concerns, and ensuring every interaction reflects our commitment to hospitality.

The ideal candidate thrives in a fast-paced environment, is comfortable juggling multiple tasks at once, and brings previous customer service experience — cannabis or wellness retail background is a strong plus.

Why Join Us?

In addition to a hybrid work schedule and competitive hourly pay ($18–$20/hour), Ivy Hall offers medical, dental, and vision insurance, a 401(k) with optional HSA/FSA, paid vacation and holidays, an Employee Assistance Program, pet insurance, and employee discounts (where applicable) — plus the chance to grow within a fast-expanding cannabis company alongside a passionate, customer-first team!

Key Responsibilities

• Customer Interaction & Service
  • Answer incoming customer calls in a professional, friendly, and efficient manner
  • Assist customers with online and phone orders
  • Deliver an exceptional hospitality experience with every interaction
  • Resolve customer concerns using strong de-escalation and conflict-resolution techniques
• Product & Policy Knowledge
  • Provide accurate information regarding cannabis products, promotions, loyalty programs, and store policies
  • Stay current on cannabis products, regulations, and company promotions
• Systems & Documentation
  • Navigate multiple computer systems while speaking with customers
  • Document customer interactions accurately and thoroughly
• Collaboration & Performance
  • Communicate with dispensary teams to resolve order or customer issues
  • Work closely with cross-functional teams, contributing feedback and field intelligence
  • Meet call quality, productivity, and customer satisfaction expectations

Key Qualities

• Positive, solutions-oriented attitude
• Exceptional customer service skills
• Strong attention to detail
• Ability to remain calm under pressure
• Team player with excellent communication skills
• Dependable, punctual, and self-motivated
• Passion for cannabis education and creating memorable customer experiences

Requirements

• Education & Experience
  • Previous  Call Center or Contact Center experience
  • Previous Budtender or Cannabis Retail experience
  • Strong knowledge of cannabis products, consumption methods, and customer education
  • Cannabis industry or wellness-related experience strongly preferred
• Technical Skills
  • Ability to type quickly and accurately while maintaining high-quality interactions
  • Computer savvy with the ability to quickly learn new software
  • Proven ability to multitask across multiple applications while maintaining excellent customer service
  • Experience using POS, CRM, or order management systems (preferred)
  • Experience with online ordering platforms (preferred)
• Soft Skills
  • Excellent organizational and time management skills
  • Strong communication skills, both verbal and written, with the ability to convey information clearly and professionally
  • Experience handling difficult conversations and utilizing de-escalation techniques
  • Bilingual candidates are encouraged to apply (preferred)
• Additional Requirements
  • Reliable high-speed internet and a distraction-free remote work environment
  • Open availability during business operating hours, including evenings, weekends, and holidays as needed

Physical and Mental Demands

While performing the duties of this job, the employee is frequently required to sit for extended periods, communicate effectively over the phone, and maintain focus and accuracy while multitasking across computer systems during high call volumes.

• Hearing: Ability to communicate with customers by phone and accurately understand spoken information, with or without a hearing aid or other assistive device
• Vision: Ability to read and enter information using a computer screen for extended periods, with or without corrective lenses

Working Environment

Work is performed remotely in a home office setting. The noise level is usually moderate. These characteristics represent those individual encounters while performing the essential functions of this role. 

Ivy Hall is an Equal Opportunity Employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.