Customer Care Specialist I

Verano; Apollo Beach (FL); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Verano Holdings Corp. in Apollo Beach, FL is seeking a Customer Care Specialist I to support customers and patients across multiple markets, resolving inquiries promptly and maximizing sales opportunities.

You will document interactions in POS/CRM, stay current on cannabis products and compliance, and collaborate with dispensary staff to ensure a seamless customer experience. The role requires strong communication, a customer-focused mindset, and the ability to multitask under pressure.

Qualifications

• 1+ year in customer service in hospitality, retail, or call center.
• Proven ability to handle customer interactions in fast-paced, sales-driven environments.
• Cannabis industry knowledge or compliance familiarity preferred.
• Excellent verbal and written communication, with persuasive skills.
• Strong sales acumen to identify cross-selling opportunities.
• Customer-focused service with high satisfaction outcomes.
• Solid understanding of HIPAA and cannabis regulations.
• Ability to collaborate with dispensary teams and internal stakeholders.
• Strong multitasking and detail-oriented approach.
• Demonstrates adaptability and emotional intelligence.

Responsibilities

• Provide customer support and manage relationships across three markets.
• Stay updated on updates, promotions, and product knowledge via daily emails.
• Address inquiries via phone or email, resolving issues while maximizing sales.
• Utilize cannabis product understanding to deliver best-in-class service.
• Collaborate with dispensary staff to resolve concerns effectively.
• Document interactions in POS/CRM/Microsoft 365 for continuity.
• Ensure accurate daily sales data submission and reporting.
• Engage in team activities to boost performance.
• Maintain compliance with HIPAA and state cannabis regulations.
• Keep knowledge current on policies and promotions.

Skills

Customer service

Sales experience

Cannabis knowledge

Communication skills

Upselling

Customer focus

HIPAA compliance

Team collaboration

Multitasking

Adaptability

Detail orientation

Emotional intelligence

Job description

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Customer Care Specialist I

Requisition ID: 16906

Department: Commercial - Customer Care

Travel: Up to 100%

Location: Apollo Beach, FL, US, 33572-1500

Workplace Type: On-Site

Shift:

Verano Holdings Corp. (Cboe CA: VRNO) (OTCQX: VRNO), one of the U.S. cannabis industry’s leading companiesbased on historical revenue, geographic scope and brand performance,isa vertically integrated, multi-state operator embracinga missionof saying Yes to plant progress and the bold exploration of cannabis. Verano offers a superior cannabis shopping experience in medical and adult use markets under the Zen Leaf™ and MÜV™ dispensary banners and produces a comprehensive suite of high-quality,regulatedcannabis products sold under its diverse portfolio of trusted consumer brands including Verano™, MÜV™, Savvy™, BITS™, Encore™, and Avexia™. Verano’s active operationsspan 13 U.S. states, comprised of 15 Cultivation and production facilities with over 1,000,000 square feet of cultivation capacity. Learn more at www.verano.com .

Essential Duties and Responsibilities

• Provide customer support and manage relationships across at least three distinct markets to ensure broad expertise and knowledge sharing.
• Stay updated on current statistics, updates, promotions, etc., by reviewing daily emails to ensure accurate information dissemination to customers.
• 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.
• Work closely with dispensary staff to address and resolve customer and patient concerns effectively.
• 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

Minimum Qualifications

• At least one year of customer service experience in hospitality, retail, or call center environments.
• Proven success managing customer interactions in fast-paced, sales-driven settings.
• Industry familiarity in cannabis or a related field is strongly preferred, particularly regarding product knowledge and compliance requirements.
• Exceptional communication skills (both verbal and written), with the ability to convey complex information clearly and persuasively.
• Strong sales acumen, including the ability to identify cross-selling and upselling opportunities that enhance customer satisfaction and retention.
• Outstanding customer service focus, adept at promptly resolving inquiries and issues to ensure high levels of customer satisfaction.
• In-depth knowledge of compliance standards, including HIPAA and state-specific cannabis regulations, ensuring all interactions align with legal requirements and company policies.
• Proficient in identifying, assessing, and resolving customer issues, including appropriate escalation when needed.
• Collaborative mindset, working effectively with dispensary teams and other internal stakeholders to address and resolve customer concerns.
• Ability to multitask and manage responsibilities in a high-pressure environment without compromising on service quality.
• Adaptability, with a readiness to learn new products, processes, and technologies.
• Meticulous attention to detail, ensuring all customer interactions and transactions are accurately documented.
• Basic understanding of emotional intelligence to provide empathetic, customer-centered interactions.

Preferred Qualifications

• Flexible availability, including weekends, holidays, and varying shifts as needed.
• Active participation in team-building activities to foster a positive and cohesive work environment.
• Ongoing professional development, staying current with industry trends and best practices to continuously improve performance.

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.

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. #VHS1

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.