About Ivy Hall
Ivy Hall is Illinois’s premier sensory cannabis dispensary, redefining the retail experience through warmth, education, and style. As the state’s first sensory dispensary, we combine immersive atmospheres, thoughtful product curation, and concierge-level service.
Our mission is to demystify cannabis with friendly guidance, premium products, and a commitment to community. With locations across Chicago and Illinois, Ivy Hall is more than a dispensary—it’s a community hub and destination of discovery, inspiring connection and redefining cannabis retail through creativity and innovation.
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Job Summary
We are looking for an energetic, customer-focused Call Center Representative to be the voice of our dispensary. 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 ensuring every interaction reflects our commitment to hospitality.
The ideal candidate thrives in a fast-paced environment, is comfortable juggling multiple tasks at once, and brings previous customer service experience — cannabis or wellness retail background is a strong plus.
Why Join Us?
In addition to 100% remote work and competitive hourly pay ($18–$20/hour), Ivy Hall offers medical, dental, and vision insurance, a 401(k) with optional HSA/FSA, paid vacation and holidays, an Employee Assistance Program, pet insurance, and employee discounts (where applicable) — plus the chance to grow within a fast-expanding cannabis company alongside a passionate, customer-first team!
Key Responsibilities
Customer Interaction & Service
Answer incoming customer calls in a professional, friendly, and efficient manner
Assist customers with online and phone orders
Deliver an exceptional hospitality experience with every interaction
Resolve customer concerns using strong de-escalation and conflict-resolution techniques
Product & Policy Knowledge
Provide accurate information regarding cannabis products, promotions, loyalty programs, and store policies
Stay current on cannabis products, regulations, and company promotions
Systems & Documentation
Navigate multiple computer systems while speaking with customers
Document customer interactions accurately and thoroughly
Collaboration & Performance
Communicate with dispensary teams to resolve order or customer issues
Work closely with cross-functional teams, contributing feedback and field intelligence
Meet call quality, productivity, and customer satisfaction expectations
Key Qualities
Positive, solutions-oriented attitude
Exceptional customer service skills
Strong attention to detail
Ability to remain calm under pressure
Team player with excellent communication skills
Dependable, punctual, and self-motivated
Passion for cannabis education and creating memorable customer experiences
Requirements
Education & Experience
Previous Call Center or Contact Center experience
Previous Budtender or Cannabis Retail experience
Strong knowledge of cannabis products, consumption methods, and customer education
Cannabis industry or wellness-related experience strongly preferred
Technical Skills
Ability to type quickly and accurately while maintaining high-quality interactions
Computer savvy with the ability to quickly learn new software
Proven ability to multitask across multiple applications while maintaining excellent customer service
Experience using POS, CRM, or order management systems (preferred)
Experience with online ordering platforms (preferred)
Soft Skills
Excellent organizational and time management skills
Strong communication skills, both verbal and written, with the ability to convey information clearly and professionally
Experience handling difficult conversations and utilizing de-escalation techniques
Bilingual candidates are encouraged to apply (preferred)
Additional Requirements
Reliable high-speed internet and a distraction-free remote work environment
Open availability during business operating hours, including evenings, weekends, and holidays as needed
Physical and Mental Demands
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.
\n$18 - $20 an hour
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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.