• Open and maintain customer accounts by accurately recording all account information. • Manage inbound partner and customer emails, ensuring timely responses within 24 hours. • Collaborate with the social media team to monitor and address service-related issues flagged online. • Resolve product or service issues by identifying root cause and offering solution-driven guidance and working with various business unit partners. • Educate customers on cannabis product types, usage guidelines, terpenes, cannabinoid profiles, and promotional opportunities. • Support both retail dispensaries and wholesale clients with order entry, refunds, exchanges, and general inquiries. • Maintain accurate records of customer interactions and transactions within CRM and service tools and report data monthly. • Contribute to the development and ongoing maintenance of internal knowledge resources (FAQs, SOPs, playbooks). • Recommend and assist with implementation of customer-service process improvements. • Assist with onboarding and training of future customer service team members. • Follow all communication procedures, documentation standards, and company policies. • Work cross-functionally with Sales, Inventory, Compliance, and Marketing teams to ensure smooth customer support experiences. • Perform additional duties assigned to support continuous improvement. • Other duties as assigned.

This role involves joining the Specialty Pharmacy as a Patient Care Coordinator. This is an excellent opportunity for a Pharmacy Technician or Customer Service professional with retail pharmacy or high volume experience to make a positive impact in the lives of the patients we care for. Meets performance standards and expectations. Follows all Company policies and procedures. Assists with projects as necessary. Assists other areas as needed. Assists in compiling necessary reports and/or audit information as requested. Works cooperatively with other staff members to promote a positive and team-oriented work environment. Assists in maintaining cleanliness and orderliness of the pharmacy. Participates in the Performance Improvement/Quality Management Process. Maintains accurate and complete patient records. Participates in pharmacy orientation programs, training programs, pharmacy staff meetings, in-services, and other programs as required. Exemplifies excellence in customer communications and service. Has a good understanding and working knowledge of all Maxor policies and procedures, accreditation requirements and HIPAA operational guidelines. May be included in after hours on-call rotation. Maintains regular attendance per established policies. Performs other job-related duties as assigned.

• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards • Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails • Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct • Analyze quality monitoring reports to identify and address employee development opportunities • Manage administrative tasks related to Human Resources, including scheduling and conducting performance reviews • Ensure thorough and precise documentation of all employee interactions / meetings and records • Monitor and manage operational risks by ensuring key controls are effectively implemented • Handle escalated calls as needed and investigate / resolve customer complaints as applicable

• Communicates clearly and effectively over the phone to support the EFAST2 filing public • Builds technical expertise of EFAST2 system to troubleshoot and resolve problems for the EFAST2 filing public • Delivers accurate, high-quality results independently while consistently meeting contract performance standards • Actively incorporates feedback to enhance performance and continuously improve service delivery • Maintains a positive attitude and performs effectively under pressure • Escalates complex issues to senior specialists or government agencies as appropriate • Utilizes software tools to efficiently manage calls, document interactions, and access relevant resources • Demonstrates excellent attendance to ensure reliable support, particularly during periods of limited or single coverage