Bilingual Client Care Specialist – Veteran Concierge Team

Aurora Cannabis Inc.

. Provide excellent customer service in English and French .

Posted 11/5/2026full-timeRemote • CanadaJunior💰 CA$43,000 - CA$48,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates fluency in English and French while providing exceptional customer service in the medical cannabis industry. Proficient in managing client documentation, ensuring compliance with regulations, and utilizing CRM systems effectively.

Highest-signal resume keywords

Fluent In English And FrenchCustomer Service ExperienceMedical Cannabis Industry KnowledgeCRM Database ManagementThird-Party Billing Processes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Documentation ManagementOrder ProcessingAnalytical SkillsAttention To DetailTroubleshooting Skills

Soft Skills

EmpathyDiplomacyEffective CommunicationOrganizational SkillsCritical Thinking

Tools & Technologies

MS OfficeDynamicsCase Management Platforms

Certifications & Qualifications

Administrative Assistant CertificateMedical Office Assistant Certificate

Industry Keywords

Medical Cannabis RegulationsVAC ProcessesClient InteractionCompliance RequirementsHealthcare Practitioners

About the role

Key responsibilities & impact

Provide excellent customer service in English and French
Handle inbound calls, including general inquiries, registration follow-up, and sales calls
Process order requests from clients, caregivers, and healthcare practitioners
Process and manage large volumes of client documentation while ensuring compliance with strict regulations
Inform clients about current regulations and policies affecting access to medical cannabis
Update and process documents in the CRM database
Maintain accuracy and confidentiality of client information
Assist clients with forms and online procedures
Handle irate clients while maintaining a positive attitude
Resolve complaints using critical thinking and document each interaction for Health Canada
Communicate compliance requirements using approved client-facing language
Adapt to legislative, regulatory, procedural, departmental, and technical changes
Demonstrate empathy when managing various types of clients
Troubleshoot shipping and registration account issues
Follow up on client requests submitted by phone, chat, email, and case management platforms
Answer general inquiries about Aurora products, processes, and procedures
Manage VAC registration, screening, qualification, applications, follow-up, coverage implementation, resubmissions, vaporizer billing, and invoice decline investigations
Manage third-party billing, including coverage confirmation, phone orders, and invoice decline investigations
Perform ad hoc duties as required

Requirements

What you’ll need

Minimum Grade 12 diploma
Fluent in English & French (verbal & written)
Minimum 1 to 3 years of experience in customer service
Administrative Assistant / Medical Office Assistant Certificate as strong asset
Experience in the Medical Cannabis industry an asset
Experience on VAC processes
Experience on 3rd party billing processes
Proven analytical and customer service skills in a fast-paced environment
Strong diplomacy skills
Effective verbal and written communication
Strong organizational skills and attention to detail
Up to date on industry-related information and processes regarding methods of consumption and legislation considered a strong asset
Excellent computing skills (MS Office, Dynamics)

Benefits

Comp & perks

Flexible work environment
Flexible hours
Remote work options
Meeting-free Friday afternoons
Professional development opportunities
Company SWAG
Team activities
Modern technology
Employee referral bonus eligibility