Customer Care Specialist II

Job Summary

As a Customer Care Specialist II, you will act as a highly skilled and knowledgeable point of contact for customers and patients across at least six distinct markets. Your primary focus will be delivering best-in-class service by promptly addressing inquiries, concerns, and issues while identifying opportunities to drive sales and enhance customer satisfaction. Leveraging your in-depth understanding of cannabis products and company processes, you will collaborate with dispensary teams to resolve complex situations, maintain accurate customer records, and ensure compliance with all applicable laws and regulations. In addition, you will play a critical role in analyzing performance metrics, contributing to team-building efforts, and supporting broader organizational goals through accurate reporting and continuous professional development.

Essential Duties and Responsibilities

• Provide customer support and manage relationships across at least six 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 three months of experience as a Customer Care Specialist I within the department, with demonstrated proficiency in handling customer inquiries and issues via phone and email.
• Proficient in using CRM systems, POS, and Microsoft 365, including basic Excel skills to maintain sales data accurately.
• Extensive experience across a minimum of six different markets where Verano operates, showcasing a broad and deep understanding of market-specific regulations and customer needs. 
• 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 individual encounters while performing the essential functions of this position.