Training Coordinator, Customer Care

Job Summary

The Training Coordinator, Customer Care, is responsible for the planning, coordination, and delivery of comprehensive training programs aimed at enhancing the skills and performance of customer care employees. This role plays a key part in ensuring that all team members are well-prepared to deliver exceptional service across Verano's brands. The Training Coordinator will design and facilitate both initial and ongoing training sessions, focused on customer service, product knowledge, compliance, and sales techniques. Additionally, the role supports the continuous improvement of training programs by identifying areas for development and adapting training materials to meet evolving business needs. 
This position requires a passion for education, organizational development, and a commitment to employee growth and success. The Training Coordinator will work closely with leadership teams, department heads, and other stakeholders to align training initiatives with company goals, policies, and regulatory requirements. 

Essential Duties and Responsibilities

• Lead, motivate, and support the customer care team, capable of carrying out the essential elements of Verano/Müv/Zen Leaf strategy, standards, policies, and procedures, providing coaching to enhance team performance.
• Develop, coordinate, and facilitate all new employee training in an in-person classroom style atmosphere, including product knowledge, customer service techniques, policies, procedures, and sales skills. 
• Develop, coordinate, and facilitate all on-going educational training for all customer care employees ensuring all employees remain up to date on all product details, customer service techniques, policies, procedures, sales skills and remain compliance across all markets.
• Work with department leadership to identify areas for employee development and support individual growth through targeted training initiatives.
• Identify opportunities for skill development and provide customer care leaders with 30-, 60-, and 90-day performance feedback, ensuring agents meet quality and performance standards following new employee training. Provide coaching and guidance as necessary.
• Continuously evaluate and improve training materials/resources, delivery methods, and overall processes to align with company objectives and improve training overall efficiency. Ensure accessibility and accuracy of training materials.
• Work with various departments to create and maintain up-to-date training resources on new products, existing products, state-specific compliance, cannabis medicine, SOP’s, and all other relevant materials to training. 
• Create and conduct in-person training for all employees on an ongoing basis for new store openings, new product launches, new system integrations, new markets and/or market transitions to adult use sales (recreational market) where applicable. Ensuring consistency in customer care practices across markets.
• Ensure that all training materials and customer interactions comply with HIPAA, state-specific cannabis regulations, and company policies.
• Assist and communicate with department leadership to drive call center objectives like company culture, customer service, and leadership.  
• Act as a subject matter expert and stay up to date on Verano/MUV products as well as regulatory and research trends in the cannabis industry.
• Manage the administration of training-related documentation, including onboarding forms, training records, and compliance certifications.
• Support operations when needed in and potentially out of the market. 
• Motivate and maintain a safe work environment.
• Managing employee platform accesses include multiple platforms but not limited to call center software, email, seed to sale software.
• Other duties as assigned. Support team-building initiatives, employee engagement programs, and community involvement activities. Assist with other duties as assigned to enhance department operations

Minimum Qualifications

• Minimum 2 years combined experience training a customer service team and/or training and development experience. 
• Strong understanding of training methodologies and experience in designing and delivering effective training programs. 
• Call center environment experience required.
• Cannabis industry experience preferred but not required.
• Exceptional verbal and written communication skills, with the ability to clearly convey complex information and provide constructive feedback in an engaging and clear manner.
• Highly adaptable to changing processes, regulations, and environments.
• Proven ability to evaluate employee performance and provide constructive feedback. 
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. 
• Ability to work independently with minimum supervision.
• Team player with ability to build lasting productive business relationships.
• Proficient with CRM systems, Microsoft 365, call center software, and basic Excel for data management.
• Intermediate understanding of emotional intelligence principles to handle interactions with empathy and professionalism.
• Familiarity with state and federal regulations, including HIPAA and cannabis-specific laws.
• Must be at least 21 years of age
• Must successfully complete a level II background check

Preferred Qualifications

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 and a classroom environment. The noise level in the work environment is usually loud, while the noise in a classroom is highly variable.  The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this position.