Job Details

Customer Service Representative (Full-Time) in Corporate HQ

StateHouse Holdings Inc. ("StateHouse") is a vertically integrated cannabis enterprise with licenses spanning retail, major brands, distribution, cultivation, nursery, and manufacturing. As one of the oldest and most respected cannabis companies in California, StateHouse has been instrumental in shaping the legal cannabis industry. Founded in 2006, its predecessor company, Harborside, was awarded one of the first six medical cannabis licenses issued in the United States. Today, StateHouse operates 12 dispensaries across Northern and Southern California and maintains vertically integrated cultivation and production facilities in Salinas and Greenfield. StateHouse continues to lead with a commitment to making cannabis safe, compliant, and accessible to a broad and diverse community of consumers across California.

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 associatehandling inbound calls, live chats, and support ticketsand 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:

• 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.