Customer Care Specialist I

Job Summary

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.

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.
• Other duties as assigned

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.
• Ability to multitask and manage responsibilities in a high-pressure environment without compromising on service quality.
• Adaptability, 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.

Preferred Qualifications

• Flexible availability, including weekends, holidays, and varying shifts as needed.
• Active participation in team-building activities to foster a positive and cohesive work environment.
• Ongoing professional development, staying current with industry trends and best practices to continuously improve performance.

Physical and Mental Demands

While performing the duties of this job, the employee is frequently required to remain in a stationary position, move and/or position oneself, communicate, operate and/or prepare, place, position objects, tools, or controls. The employee must occasionally move packages weighing up to 10 lb. Specific vision abilities required by this job include close observation and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual, with or without reasonable accommodation, to successfully perform the essential functions of this position.

Working Environment

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.