Job Description

Summary:

Urbn Leaf and Harborside are seeking a highly motivated and reliable Customer Service Representative to join our centralized support team. This position will serve as both a call center associate —handling inbound calls, live chats, and support tickets—and a dispatcher , coordinating delivery logistics and facilitating real-time communication between customers, drivers, and store teams.

This is a high-impact role that directly influences the customer experience, supporting our mission to deliver best-in-class cannabis retail service across California.

Key Responsibilities:

Call Center Support:

• Handle high volumes of inbound calls, live chats, and emails with professionalism, empathy, and accuracy.
• Provide product information, troubleshoot issues, and assist with order status inquiries, account support, and general store questions.
• Maintain up-to-date knowledge of store promotions, product availability, and operational policies.
• Log and resolve customer issues efficiently using our CRM and helpdesk systems.
• Escalate complex issues to supervisors or internal departments as needed.

Dispatch & Delivery Coordination:

• Monitor and manage real-time dispatching of delivery orders across multiple store locations.
• Communicate directly with delivery drivers to optimize routes, update ETAs, and resolve logistical challenges.
• Serve as the liaison between customers and drivers to ensure smooth delivery handoffs.
• Coordinate with in-store fulfillment teams to verify order status and readiness.
• Monitor order flow and prioritize dispatches to meet service level agreements (SLAs).

Qualifications:

• 1+ year experience in a customer service or dispatching role (call center or cannabis retail experience preferred).
• Strong verbal and written communication skills.
• Ability to multitask across phones, chats, and dispatch tools in a fast-paced environment.
• Comfort working with CRMs, dispatch software, and point-of-sale systems.
• Strong problem-solving skills and the ability to stay calm under pressure.
• Flexibility to work evenings, weekends, and holidays as needed.

Preferred Skills:

• Familiarity with cannabis products and state regulations.
• Experience using platforms like Weedmaps, OnFleet, Blaze, Dutchie, Jane, or similar systems.
• Bilingual (Spanish/English) a plus.

What We Offer:

• Competitive hourly pay with opportunities for growth.
• Employee discounts at Urbn Leaf & Harborside locations.
• Supportive and collaborative team environment.
• Opportunity to be part of a legacy cannabis brand redefining retail excellence.

Urbn Leaf & Harborside are equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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