Role overview

About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About the Role
We’re looking for a Bilingual (English & French) Contact Centre Representative (CSR) to join our team and be the first point of contact for private recreational cannabis retailers and eCommerce customers. In this role, you’ll deliver high-quality, customer-focused service across multiple channels including phone, live chat, and email and play a key part in the end-to-end processing of wholesale and retailer orders. This includes supporting accounts receivable, monitoring order flow, optimizing multi-channel fulfillment, and assisting with fraud and order management reviews, delivery investigations, retailer onboarding, contract maintenance, and quality assurance resolutions.

You’ll also educate and support OMNI Channel customers by providing personalized product knowledge and promoting responsible cannabis use. As a CSR, you’ll proactively manage order delays or discrepancies, escalating issues when needed, to help us maintain excellent service standards. You’ll contribute to continuous improvement by tracking KPIs, analyzing trends in customer interactions, and offering actionable insights to enhance the customer experience.

About Your Day

Build and maintain strong customer relationships by providing responsive support via phone, email, and live chat
Manage customer inquiries related to orders, accounts, product availability, and general service, ensuring timely and professional resolutions
Support order processing and fulfillment by collaborating with Supply Chain, Account Management, Quality Assurance, and Merchandising teams
Proactively monitor and resolve order issues, such as delays, discrepancies, returns, and fraud concerns, escalating complex cases when necessary
Maintain accurate CRM records of customer interactions, issues, and solutions
Guide customers through returns in alignment with OCS policies and QA standards
Facilitate onboarding for new retailers by setting up accounts, uploading required documentation, and coordinating with AGCO, Finance, and Legal
Support emerging distribution channels, including Click & Collect, consumption lounges, and same/next-day delivery options
Assist with reconciliation of account discrepancies, including shipment and inventory issues
Educate customers on product selection, availability, and social responsibility practices
Track and analyze customer trends, report KPIs, and provide insights to improve service performance
Share customer feedback with internal teams to support continuous improvement efforts

About You

Completion of Secondary School preferably in a relevant field

Bilingualism in English and French

2+ years of Customer Service experience (preferably in a call centre environment)
Experience working in a call center
Intermediate Microsoft Office skills
Strong Problem-Solving Skills
Superior Customer Relationship Skills

About the Job

Location: Toronto, ON near York Mills and Yonge Street
Hours of Work: 36.25 a week
Employment Type: 12-Month Contract Full-Time (Bargaining Unit Role; Represented by OPSEU)
Required Travel: Rare, usually within the GTA
Application Deadline: July 24, 2026 at 11:59 PM EST

Please note: Internally, this role is titled Customer Service Representative.

Compensation
The target hiring range for this position is $58,013- $64,000. This is a pay grade 5 BU role, with a salary range of $ 54,147- $66,180. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.
Bilingual Premium: This position is eligible for a bilingual premium, equivalent to 3.5% of the base salary, in accordance with organizational policy.