Customer Care Agent

Chicago, IL

Cresco Labs is seeking a Customer Care Agent to join our corporate Customer Care team based remotely in Chicago, IL. We are looking for someone who is service minded and passionate about helping others. The Customer Care Agent will be responsible for fielding support requests from Cresco Labs' customer service channels. They will work with Cresco Labs corporate brand, and retail accounts to ensure up to date and adequate information is being shared with patients and the online public.

CORE JOB DUTIES

Assist by troubleshooting, navigating retail and brand websites, or understanding more about Cresco Labs products via online support queues
Help medical patients and adult use customers make the right choices by knowing how the different methods of cannabis affect them differently
Field incoming phone calls via the Sunnyside* Hotline and other support channels for new and returning customers or patients
Document feedback from customers in an organized and streamlined way
Communicate in the event that a consumer has a dramatic or health-threatening reaction to our product
Providing customers with clear directions on product replacement and refunding if necessary
Other duties as assigned

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

1-2 years' experience in a customer service capacity – preferably in an online support environment
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Confidence to self-manage and work independently in a fast-paced, constantly changing environment
Familiar with the utility and function of Zendesk or other customer ticketing platforms preferred

ADDITIONAL REQUIREMENTS

Must be 21 years of age or older to apply
Must comply with all legal or company regulations for working in the industry
Availability to work nights, weekends and holidays as need. (40 hours per week, being flexible to work between the hours of 8:00AM to 9:00PM)

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.