Call Service Representative

We're looking for an energetic, customer-focused Customer Experience Representative to serve as the voice of Ivy Hall. 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 delivering the high level of hospitality our guests expect.

This position is fully remote; however, team members must be available to travel to our Illinois dispensary locations quarterly for meetings, training, and team development.

The ideal candidate thrives in a fast-paced environment, enjoys helping people, can confidently multitask across multiple systems, and has previous experience in both contact centers and cannabis retail. In addition to customer support, this role plays an important part in maintaining our online reputation by responding to customer reviews and social media engagement.

In addition to 100% remote work and competitive hourly pay ($18.00–$20.00/hour), Ivy Hall offers quarterly in-person training and professional development, opportunities for career growth within a rapidly expanding cannabis company, and employee discounts and additional company benefits (where applicable) — plus the chance to be part of a passionate, people-first team dedicated to delivering exceptional customer experiences!

• Customer Interaction & Service
  • Answer incoming customer calls professionally, efficiently, and with exceptional hospitality
  • Maintain the Help Desk inbox with efficient and timely replies
  • Assist customers with online and phone orders from start to finish
  • Resolve customer concerns using empathy, sound judgment, and effective de-escalation techniques
• Product & Policy Knowledge
  • Educate customers on cannabis products, consumption methods, promotions, loyalty programs, and store policies
  • Stay current on cannabis regulations, product knowledge, promotions, and company initiatives
• Systems & Documentation
  • Accurately document all customer interactions within company systems
  • Navigate multiple software platforms while maintaining a seamless customer experience
• Online Reputation Management
  • Respond to customer reviews and comments across Google, Yelp, Meta (Facebook), and Instagram in a timely, professional manner
• Collaboration & Performance
  • Partner with dispensary teams to resolve order discrepancies and customer concerns
  • Meet or exceed established performance metrics, including call quality, productivity, and customer satisfaction
  • Represent the Ivy Hall brand by creating memorable experiences with every customer interaction

• Positive, solution-focused mindset
• Outstanding customer service and hospitality skills
• Strong attention to detail and organizational skills
• Ability to remain calm and professional in high-pressure situations
• Excellent communication and collaboration skills
• Self-motivated, dependable, and accountable while working remotely
• Passion for cannabis education and helping customers make informed purchasing decisions
• Commitment to representing the Ivy Hall brand with professionalism and care

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.