Cannabis Contact Center Agent

Green Thumb Industries; Saint Paul (MN); On-site; USD 20,664 - 27,552; Full time

Benefits offered by this job

Competitive benefits

Job summary

LeafLine Labs in Minnesota is hiring a Call Center Representative to serve patients and manage inquiries, complaints, and scheduling. You will be the critical link between our team and patients, ensuring high quality service and accurate information.

The role handles high volumes of inbound calls, uses call scripts, and aims to resolve concerns while building trust. A background in customer support and strong communication are key, with a focus on efficiency, empathy, and compliance.

Qualifications

• Previous experience in a customer support role.
• Strong attention to detail.
• Strong phone and verbal communication skills.
• Active listening skills.
• Demonstrated ability to move through a call efficiently and effectively.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

Responsibilities

• Managing high volumes of inbound calls in a timely manner.
• Checking voicemail and returning calls in a timely manner.
• Following call center scripts when handling topics.
• Identifying patients' needs, clarifying information, scheduling appointments.
• Escalate customer service concerns appropriately and efficiently.
• Build sustainable relationships and engage patients by going above and beyond.

Skills

Customer support experience

Attention to detail

Phone & verbal communication

Active listening

Efficient call handling

Customer focus

Time management

Education

High school diploma or equivalent

Job description

The Role

LeafLine Labs is one of two Minnesota registered medical cannabis manufacturers in Minnesota. We focus on using controlled environment agriculture to produce various strains of cannabis that is turned into extraction-based medicine.

LeafLine Labs promotes a work environment that is positive, patient-focused, team oriented and compliant with established policies and procedures. This position is year-round and offers both full-time and part-time schedules.

Minnesota law requires that any employee of LeafLine Labs be 21 and free of any disqualifying felony convictions. Prior to beginning employment with LeafLine Labs, every employee is legally required to submit to a background check conducted by the Bureau of Criminal Apprehension.

The Call Center Representative is the liaison between our company and its current and potential patients. This role effectively solves and answers patients' questions, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Job Duties

• Managing high volumes of inbound calls in a timely manner
• Checking voicemail and returning calls in a timely manner
• Following call center "scripts" when handling different topics
• Identifying patients' needs, clarify information, schedule appointments
• Escalate customer service concerns appropriately and efficiently
• Build sustainable relationships and engage patients by going above and beyond in interactions
• Escalate patient concerns appropriately and effectively

Requirements

• Previous experience in a customer support role
• Strong attention to detail
• Strong phone and verbal communication skills
• Active listening skills
• Demonstrated ability to move through a call efficiently and effectively
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

Additional Requirements

• High school diploma or equivalent
• Must be 21 years of age and able to successfully pass federal criminal background check prior to employment
• Ability to follow SOP's (Standard Operating Procedures)
• Ability to work towards meeting department goals around efficiencies, yields, and cost
• Ability to creatively solve problemsTeam player mentality
• Ability to follow direction

Starting pay dependent on experience and qualifications. Competitive benefit package offered to full-time employees.

LeafLine Labs is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeafLine Labs complies with applicable Minnesota and local laws governing nondiscrimination in employment.