Verano Looking for Manager, Customer Care Training at Apollo Beach, FL Full Time

The Manager, Customer Care Training will be responsible to lead and direct the customer care department. The focus of the department is to create loyalty to all Verano Brands while delivering exemplary service to our customers.

Essential Duties and Responsibilities:

• Guide and empower employees to be their best and deliver the ultimate customer experience.
• Lead, develop, and manage a customer service team capable of carrying out the essential elements of Verano/Müv strategy, standards, policies, and procedures; set attainable goals and objectives and follow through to successful completion.
• Continuously review all the operational processes, systems, assets, and methodologies used in the dispensaries and develop a strategic and tactical operational plan which aligns with the objectives and strategies of the company.
• Execution of supervisory responsibilities in accordance with all policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Motivate and maintain a safe work environment.
• Managing multiple platforms including but not limited to social media, call center software, email, live chat, seed to sale software, and company website.
• Identify training and development opportunities for teammates.
• Develop and coordinate all new hire onboarding training and ongoing training for agents about products, services, policies and procedures, industry news and changes in regulations and sales techniques.
• Serve as a resource for patient/customer care staff.
• Supervise QA Team to ensure quality assurance timelines and expectations are met.
• Travel to various states to gain knowledge of regulations and practices to then train the department.
• Other duties as assigned.

Minimum Qualifications:

• Minimum 5 years combined experience managing a customer service team.
• BS/BA Degree Strongly preferred or equivalent combination of education and work experience.
• 3-5 years’ experience as a hiring manager recruiting, hiring and promoting teammates.
• Call center environment experience required.
• 3-5 Years Training and Development experience.
• Cannabis industry experience preferred but not required.
• Good judgment, initiative, attention to detail, drive for change, getting organizational support, building ownership and commitment, making though decisions and developing others.
• Ability to define problems, collect data, establish facts and draw valid conclusions; interpret an extensive variety of technical instructions in mathematical or diagram form.
• Ability to work independently with minimum supervision.
• Team Player with ability to build lasting productive business relationships.
• Ability to identify complex problems and review related information.

Additional Requirements:

• Must be at least 21 years of age.
• Must successfully complete a level II background check.

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 loud. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

EEO Statement:

We are proud to be an equal opportunity employer. We place priority in an environment of inclusion, diversity and social justice and are committed to securing a better, brighter way forward for our employees, our markets and our communities.