Cannabis Customer Success Associate I

Renew Cannabis Co.; Apollo Beach (FL); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Verano Holdings Corp. is seeking a Customer Care Specialist I to act as a frontline representative in our call center, supporting customers and patients across multiple markets with product guidance and compliant service.

You will resolve inquiries, promote Verano products, and collaborate with dispensary teams while maintaining HIPAA and state cannabis compliance. Strong communication and sales focus are essential.

Qualifications

• At least one year of customer service experience in hospitality, retail, or call center environments.
• Proven success in fast-paced, sales-driven settings.
• Industry familiarity with cannabis and compliance requirements preferred.
• Exceptional verbal and written communication.
• Strong sales acumen including cross-selling and upselling.
• Outstanding customer service focus with prompt issue resolution.
• Knowledge of HIPAA and state cannabis regulations compliance.
• Collaborative with dispensary teams and internal stakeholders.
• Ability to multitask in high-pressure environment.
• Meticulous documentation of interactions and transactions.

Responsibilities

• Provide customer support and manage relationships across at least three markets to ensure broad expertise and knowledge sharing.
• 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.
• 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

Skills

Customer service

Sales acumen

Communication

Compliance

Multitasking

Team collaboration

Adaptability

Attention to detail

Tools

CRM

Microsoft 365

POS

Job description

Verano Holdings Corp. is seeking a Customer Care Specialist I to act as a frontline representative in our call center, supporting customers and patients across multiple markets with product guidance and compliant service.

You will resolve inquiries, promote Verano products, and collaborate with dispensary teams while maintaining HIPAA and state cannabis compliance. Strong communication and sales focus are essential.