Bilingual Client Care Associate - Remote

Hours: 40 hours per week, Monday - Friday

Job location: Alberta, Saskatchewan, Manitoba, Ontario, or Quebec (remote opportunity)

A little about us

Hi, we’re Aurora Cannabis, and we’re so excited to meet you! We’re a global cannabis company with operations across Europe and North and South America. We’re driven by our passion to help people improve their lives and have a diverse team who bring their best every day, so Aurora can be the cannabis provider of choice for patients and consumers. Our people combined with our collective passion for the industry is what makes Aurora a special place to work and defines what we call our “A-Team”.

Job summary

We are searching for a dynamic professional to join our Medical Sales Division as our newest Bilingual Client Care Associate, reporting into the Manager, Client Care. The Client Care Associate will be a vital part of our patient care services by handling incoming inquiries, providing assistance, and ensuring a positive patient experience.

As the Bilingual Client Care Associate, you will be responsible for:

• Ability to thrive in a fast-paced inbound call environment that requires extreme attention to detail.
• Answer various types of inbound calls including general inquiries, registration follow-up, and sales calls.
• Processing and managing large volumes of client documentation with strong attention to detail.
• Informing clients on the current regulations/policies regarding access to medical cannabis.
• Update and process documents in our CRM database.
• Maintain a high level of accuracy and confidentiality with client information.
• Assist clients with forms and online procedures.
• Ability to deal with irate clients while maintaining a positive attitude.
• Resolve complaints using critical thinking skills and maintain documentation of each interaction.
• Compliance with strict guidelines and regulations.
• Ability to adapt quickly to changes affecting the department.
• Ability to manage various types of clients and demonstrate empathy.
• Troubleshoot and navigate shipping and registration account issues.
• Follow up with client requests submitted by various platforms.
• Answering general inquiries about products, process, and procedures.

You’re the ideal candidate if you have:

• Minimum 1 to 3 years of experience in customer service.
• Administrative Assistant / Medical Office Assistant Certificate as a strong asset.
• Proven analytical and customer service skills in a fast-paced environment.
• Strong diplomacy skills, effective communicator (verbal and written).
• Strong organizational skills and attention to detail.
• Up to date on industry-related information and processes.
• Experience in the Medical Cannabis industry an asset.
• Experience on VAC processes.
• Experience on 3rd Party billing processes.

Why you’ll love working at Aurora

• Flexibility: Enjoy a flexible work environment with remote work options and meeting-free Friday afternoons.
• Total Rewards: Competitive salary, professional development opportunities, and modern technology.
• Team: A diverse and global team of cannabis enthusiasts with a collective passion for nurturing an inclusive environment.

Next steps
Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team.

Diversity and inclusion
At Aurora, we celebrate a diverse community of professionals and encourage all candidates to apply for job opportunities regardless of their background.