Customer Care Agent

Cresco Labs

Chicago, IL, USA

Full time

Jan 24

This job is no longer accepting applications.


Recently named one of Entrepreneur magazine’s Top 100 Cannabis Leaders, Cresco Labs is one of the largest vertically-integrated multi-state cannabis operators in the United States. Cresco is built to become the most important company in the cannabis industry by combining the most strategic geographic footprint with one of the leading distribution platforms in North America. Employing a consumer-packaged goods (“CPG”) approach to cannabis, Cresco’s house of brands is designed to meet the needs of all consumer segments and includes some of the most recognized and trusted national brands including Cresco, Remedi and Mindy’s, a line of edibles created by James Beard Award-winning chef Mindy Segal. Sunnyside*, Cresco’s national dispensary brand is a wellness-focused retailer designed to build trust, education and convenience for both existing and new cannabis consumers. Recognizing that the cannabis industry is poised to become one of the leading job creators in the country, Cresco has launched the industry’s first national comprehensive Social Equity and Educational Development (SEED) initiative designed to ensure that all members of society have the skills, knowledge and opportunity to work in and own businesses in the cannabis industry. 


At Cresco, we aim to lead the nation’s cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.


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


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


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.

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Cresco Labs

Normalize and professionalize cannabis and educate consumers to eliminate the social stigmas associated with cannabis