Customer Service Manager
About Green Thumb Industries:
Green Thumb Industries Inc. (“Green Thumb”), a national cannabis consumer packaged goods company and retailer, promotes well-being through the power of cannabis while giving back to the communities in which they serve. Green Thumb manufactures and distributes a portfolio of branded cannabis products including Beboe, Dogwalkers, Dr. Solomon’s, incredibles, Rythm and The Feel Collection. The company also owns and operates rapidly growing national retail cannabis stores called Rise™ and Essence. Headquartered in Chicago, Illinois, Green Thumb has 13 manufacturing facilities, licenses for 96 retail locations and operations across 12 U.S. markets. Established in 2014, Green Thumb employs over 1,700 people and serves thousands of patients and customers each year. The company was named a Best Workplace 2018 by Crain’s Chicago Business and MG Retailer magazine in 2018 and 2019. More information is available at GTIgrows.com.
Working as a Customer Service Manager, you will have the opportunity to perform a variety of duties to include the planning and supervision of the dispensary call center team, and the scheduling, hiring, dismissal and training of call center staff. Additionally, as a member of the management team, you will ensure customer satisfaction and good public relations through the safe and efficient use of resources. This exciting position will provide both challenge and satisfaction while allowing you continued career growth.
Responsibilities
- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Review and assess customer service contracts
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the remote and local customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Review and track customer complaints and resolution
- Handle complex and escalated customer service issues
- Monitor the accuracy of reporting and data base information
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity, and profitability
- Liaise with GTI cross functional teams to support and implement growth strategies
- Co-ordinate and manage customer service projects and initiatives
- Ensure budget requirements are met
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs
Qualifications
- 3-5 years of inside sales or call center leadership experience for multi-location organizations.
- Track record of achieving goals through team leadership, innovation, coaching and best practice creation.
- Proficiency with call center and business software including CRM (Salesforce) and Microsoft Office.
- Highly motivated, self-directed, innovative, and able to work independently or among teams with keen judgement, common sense, and resourcefulness
- Adapts and thrives in a demanding, fast-paced environment
- Possesses a high level of critical thinking
- Operates with a high level of professionalism and integrity, including dealing with confidential information
- Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb
- Must have a solid understanding of the Cannabis laws, rules and regulations and passion to further their understanding and knowledge of the industry and the laws.
Additional Requirements
- Must pass any and all required background checks
- Must be and remain compliant with all legal or company regulations for working in the industry
- Must possess valid driver’s license
- Must be a minimum of 21 years of age
- Must be approved by state badging agency to work in cannabis industry
Our Mission: To promote well-being through the power of cannabis.
We’re humble—We prefer quiet confidence and don’t shout about our success.
We’re hardworking—We put our heads down and get the job done.
We’re grateful—Working in our industry is a privilege and an act of service.
We’re transparent—Honest and open communication keeps us healthy as an organization.
We’re collaborative—And believe good ideas can come from anywhere.
We have a growth mindset—One that’s grounded in well-being.
At Green Thumb, we believe that our corporate community should be a reflection of the communities we serve. We are dedicated to fostering an inclusive culture that celebrates diversity across race, sex, age, gender identity, sexual orientation, disability, nationality, religion, experience, and thought—not only because it is right, but because it makes us better. Our mission—the right to wellness—informs our commitment to champion economic opportunities in communities disproportionately affected by the war on drugs through employment and community involvement. Green Thumb is proud to be an equal opportunity workplace.
We can't wait to meet you.