Call Center Assistant Manager
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Recently named one of Entrepreneur magazine’s Top 100 Cannabis Leaders, Cresco Labs is one of the largest vertically-integrated multi-state cannabis operators in the United States. Cresco is built to become the most important company in the cannabis industry by combining the most strategic geographic footprint with one of the leading distribution platforms in North America. Employing a consumer-packaged goods (“CPG”) approach to cannabis, Cresco’s house of brands is designed to meet the needs of all consumer segments and includes some of the most recognized and trusted national brands including Cresco, Remedi and Mindy’s, a line of edibles created by James Beard Award-winning chef Mindy Segal. Sunnyside*, Cresco’s national dispensary brand is a wellness-focused retailer designed to build trust, education and convenience for both existing and new cannabis consumers. Recognizing that the cannabis industry is poised to become one of the leading job creators in the country, Cresco has launched the industry’s first national comprehensive Social Equity and Educational Development (SEED) initiative designed to ensure that all members of society have the skills, knowledge and opportunity to work in and own businesses in the cannabis industry.
At Cresco, we aim to lead the nation’s cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.
The Call Center Assistant Manager is responsible for supporting the Call Center Manager in the day-to-day operations of the call center team located in Fern Park, FL. This position will provide support and oversight for call center associates, including training & development, adherence to standard operating procedures, and assisting in the hiring of new talent. As Call Center Assistant Manager, you will ensure the best possible patient experience consistent with brand standards.
The successful candidate will be a people leader, have a passion for driving results and a strong sense of integrity; must possess a high level of professionalism while simultaneously creating a fun work environment and embodying the culture of One Plant.
CORE JOB RESPONSIBILITIES
Create a best-in-class patient experience in accordance with Cresco Labs/ Sunnyside* standards.
Assume all duties of a key-holding employee with opening and closing procedures, basic supervision of staff and call center processes.
Manage PayMaster timekeeping and payroll for call center team.
Lead, coach, and train call center team on Company Standards and Operational Procedures.
Assist in Recruiting, hiring, and retaining a high performing team.
Assist in employee evaluations, documentation, coaching’s, and trainings. Provides constructive feedback that facilitates improvement.
Provide expert guidance to all Call Center staff and clients, including customer service, strategy, operations, & product.
Monitor employees calls and provide monthly quality reviews.
Resolve escalations to ensure customer satisfaction.
Review patient feedback for QA concerns and identify ways to improve the patient customer service experience.
Oversee audits on multiple platforms.
Maintain accurate transactions in All Leaves.
Review daily/weekly product promotions with the team and any website changes.
Proactively mitigate business, operational & governance risks.
Maintain and enforce a culture of compliance for all activities with strict adherence to the Florida Statues for THC and CBD products, as well as regulations set forth by local, state, and federal agencies such as OSHA.
Required competency to learn, understand, and accurately perform functionality within:
Seed-to-sale POS/CRM (Biotrack THC)
FL Dept. of Health OMMU Patient Registry
Delivery software task management
Microsoft Office suite: Gmail/google suite; etc.
Maintain strictest confidentiality in compliance with HIPAA guidelines.
Desire to constantly learn and seek out new information about cannabis as a medicine and understand cannabis in general. Work with in-house cannabis experts, including our Chief Medical and Chief Scientific Officers, to continue your journey of cannabis education.
Order Supplies for Call Center Fern Park department.
Other duties as assigned by the Call Center Manager, including filling in as Customer Care Associate, as needed.
Bachelor’s degree in business or comparable experience preferred.
At least 21 years of age and authorized to work in the U.S.
3+ years of Customer Service experience, preferably in a call center environment
3+ years previous experience managing and leading 5-15 employees.
Experience in training employees in customer service.
Excellent customer service and conflict management skills.
Effective communication skills both written and verbal.
Excellent interpersonal skills both verbal and non-verbal
Strong organizational skills: the ability to multi-task, think critically, be proactive and take initiative to meet deadlines, goals, and objectives.
Ability to lead by example in a fast-paced and constantly changing environment.
Proven leadership and success in highly regulated environment
Knowledge of office management systems and proficiency using MS Office.
Must have the ability to push, pull, or lift a minimum of 40 pounds if relevant to job duties listed above.
High Integrity. You keep your word, follow through, and always do the right thing.
Must comply with all legal or company regulations for working in the industry
MUST BE Available weekdays, weekends, holidays, etc.
The Call Center Assistant Manager must be able to speak, hear, see, read, write, type, dial, reach, and bend. Sedentary work: standing, walking, and sitting for prolonged periods of time – repetitive motion of hands, fingers, and wrists.
We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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Normalize and professionalize cannabis and educate consumers to eliminate the social stigmas associated with cannabis