Customer Care Specialist I

Essential Duties and Responsibilities

• 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.

Minimum Qualifications

• At least one year of customer service experience in hospitality, retail, or call center environments.
• Proven success managing customer interactions in fast-paced, sales-driven settings.
• Industry familiarity in cannabis or a related field is strongly preferred, particularly regarding product knowledge and compliance requirements.
• Exceptional communication skills (both verbal and written), with the ability to convey complex information clearly and persuasively.
• Strong sales acumen, including the ability to identify cross-selling and upselling opportunities that enhance customer satisfaction and retention.
• Outstanding customer service focus, adept at promptly resolving inquiries and issues to ensure high levels of customer satisfaction.
• In-depth knowledge of compliance standards, including HIPAA and state-specific cannabis regulations, ensuring all interactions align with legal requirements and company policies.
• Proficient in identifying, assessing, and resolving customer issues, including appropriate escalation when needed.
• Collaborative mindset, working effectively with dispensary teams and other internal stakeholders to address and resolve customer concerns.
• Able to multitask and manage responsibilities in a high-pressure environment without compromising on service quality.
• Adaptable, with a readiness to learn new products, processes, and technologies.
• Meticulous attention to detail, ensuring all customer interactions and transactions are accurately documented.
• Basic understanding of emotional intelligence to provide empathetic, customer-centered interactions.