Customer Care Representative Jobs

The Company

At Canopy Growth, our mission is clear: improve lives, end cannabis prohibition, and strengthen communities. We believe that cannabis can be a force for good. We’re building a consumer-centric organization that is focused on sharing the transformational potential of cannabis with the world. We will achieve this through an innovative and disruptive portfolio of cannabis and hemp-derived products.

With millions of square feet of licensed production capacity and operations spanning four continents, Canopy Growth is the world's leading cannabis and hemp company. We recognize that employees are at the core of our success, and we take pride in a corporate culture that emphasizes inclusiveness, collaboration, and diversity.

Our employees come from a wide range of backgrounds, each bringing their own unique skills and talents to the table, working together to continue our incredible momentum of growth. If you are interested in building global challenger brands, scaling a business, and working in a values-driven environment, we want to hear from you!

The Opportunity

Providing outstanding customer care is a cornerstone of our business. As a Customer Care Representative your role involves answering inbound phone calls, completing administrative tasks, data entry and providing our customers with excellent care in both the Medical and Recreational Markets. Some key components of the role are ensuring that customer registration moves forward smoothly and efficiently by helping customers through the process of obtaining their medical document and becoming a registered client; helping the customer select the product best suited to their needs; and generally making their client experience a pleasant and productive one.

Responsibilities

• Providing prompt, accurate quality checks to customer files
• Providing high level strain consultations to physicians, clinics and customers
• Must be able to work a variable of shifts
• Provide prompt service and registration within a 10 minute timeframe for Priority Clinics
• Facilitating Health Care Practitioner Portal applications and submissions
• Provide prompt, courteous, and clear answers to all inquiries
• Coordinate the customer registration process between customers, Tweed, and external parties
• Provide administrative and general support to the Customer Care Team
• Provide information on our products and the medical options to be considered
• Placing order and, processing customer payments with high levels of accuracy
• Ensure all requests for information are met efficiently and accurately
• Responding and answering to incoming/outgoing inquiries including phone, email or chat
• Advice on our policies and procedures
• Maintaining logs and various administrative tasks
• Other Duties as assigned
• Answering incoming inquiries from clinics and physicians
• Provide regular tracking and reporting to the team leader
• Ensure clarity on the status of their orders
• Provide insight regarding Health Canada regulations and options for Medical/Recreational Markets

Experience

• Ability to define processes and contribute to the growth of the team
• Excellent listening and communication skills
• Ability to work independently
• Sincere compassion and empathy for the needs of customers
• Strong Customer Service Experience (call centre preferred) with the ability to work in potentially highly stressful situations
• Strong customer resolutions and retention skills
• Resolve problems by analyzing data and identifying problems
• Ability to work variable shifts
• A strong sense of personal integrity and confidentiality
• Strong technology skills, including G-Suite, web-based systems, report preparation and multi-channel communication with the ability to learn/utilize new computers systems
• A medical background would be an asset
• Strong administrative skills

Other Details

This is a full-time remote role based in Canada.

We appreciate your interest, and promise to review all applications, but we will only be contacting those who best fit the requirements.

We welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require accommodation, please notify your Talent Acquisition Partner. Please note, the chosen applicant will be required to successfully complete background and reference checks.