Customer Care Specialist

• The Customer Care Specialist I acts as a frontline representative in a call center, providing support, resolving inquiries, and offering product guidance across multiple markets with a strong knowledge of cannabis products and compliance.
• Essential duties include managing customer relationships, coordinating with dispensary teams, maintaining accurate records, ensuring compliance with HIPAA and state cannabis laws, and promoting a high-quality customer experience in a fast-paced, sales-driven environment.
• Minimum qualifications require at least one year of relevant customer service experience, excellent communication and sales skills, familiarity with cannabis industry standards, strong problem-solving abilities, and proficiency in documenting interactions accurately.
• Preferred qualifications include flexible availability, participation in team-building activities, ongoing professional development, and the ability to work effectively under pressure while maintaining customer satisfaction.

The Customer Care Specialist I serves as a frontline representative within our call center, providing exceptional support and guidance to customers and patients across multiple markets. In this role, you will address inquiries, resolve concerns, and offer product recommendations using a solid understanding of cannabis products and compliance requirements. You will also collaborate closely with dispensary teams to ensure consistent, high-quality customer experiences.

Success in this position requires strong communication skills, a commitment to confidentiality, the ability to thrive in a fast-paced, sales-oriented environment, and an unwavering dedication to delivering best-in-class service.

• Provide customer support and manage relationships across at least three distinct markets to ensure broad expertise and knowledge sharing.
• Stay updated on current statistics, updates, promotions, etc., by reviewing daily emails to ensure accurate information dissemination to customers.
• Address customer and patient inquiries, concerns, and issues via phone or email promptly and effectively, focusing on resolution to their satisfaction while maximizing sales opportunities and retention.
• Utilize deep understanding of cannabis, Verano products, and organizational processes to provide best-in-class customer service.
• Work closely with dispensary staff to address and resolve customer and patient concerns effectively.
• Record details of customer and patient interactions and transactions in the appropriate platforms such as POS, CRM, or Microsoft 365 to ensure accuracy and continuity in customer relationship management.
• Ensure that all sales data is accurately compiled and submitted according to the daily reporting schedule.
• Actively engage in activities designed to strengthen team dynamics and improve overall team performance.
• Ensure strict compliance with company policies, procedures, and processes, as well as all applicable laws and regulations related to HIPAA and cannabis in each state the company operates.
• Regularly update your knowledge on cannabis products, new company policies, and promotions to maintain readiness and effectiveness in customer interactions.
• Meet with the team leader to review quarterly performance metrics and review goals for the upcoming quarter.
• Identify when customer concerns require escalation and effectively communicate these issues to the Team Leader for advanced resolution, ensuring a seamless and satisfactory customer experience.
• Keep the workspace tidy and organized to enhance efficiency and professionalism.
• Carry out other daily, weekly, monthly, and quarterly tasks as assigned to support broader team objectives.
• Other duties as assigned

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