The Role

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