Customer Care Manager
Want to make a meaningful difference in peoples’ lives while earning a competitive salary? At Jushi Holdings Inc. ”) (CSE: JUSH) (OTCQX: JUSHF), we are shaping the future of the cannabis industry, the fastest growing jobs sector in the U.S. The Customer Care Manager under the general guidance of the Senior Director, Retail Experience, will provide oversight for the Beyond/Hello Customer Care center. The Customer Care Manager will supervise and assist customer care agents in the performance of their job duties, such as responding to customer inquiries and resolving issues and complaints. The CCM collaborates and partners with other managers to drive brand loyalty and profitable growth through coaching, training, motivating, and recognizing teams. They will also assist in hiring, and maintaining agent schedules for a center that operates seven days a week.
WHAT YOU WILL DO
- Maintain, update and submit bi-weekly payroll and commissions to Human Resources
- Handle all communications in a professional and courteous manner
- Handle escalated customer and staff situations
- Works with Vice President, Customer Experience on new projects and updates to existing policies and procedures
- Monitors and reviews calls, emails, chats and social reviews between representatives and customers, and gather pertinent information concerning quality and performance from internal resources.
- Steps in to assist with calls, emails and chats in real time when volume and staffing dictate
- Conducts frequent coaching sessions to motivate teammates, direct them professionally, and champion performance to meet internal KPIs.
- Supports national home delivery program for customer order expectations and driver dispatching
- Conducts new hire screening, interview scheduling, on-boarding and oversees training
- Maintains workforce management for Customer Care, including shift, break and lunch schedules
- Provides weekly reports on staffing, and other various customer care related data
- Observes interaction volume for real-time center statistics on phone, email, chat, and social interaction channels and makes staffing adjustments as necessary
- Identify and define process improvement opportunities that drive operational efficiencies in collaboration with cross functional/department leaders
WHAT WE ARE LOOKING FOR
- Minimum 3 years’ experience in Call Center operations leadership or other management experience
- High School Diploma/GED
- Basic analytical skills
- Proven ability to develop and execute plans that meet or preferably exceed established SL and efficiency goals.
- Understanding of call center metrics
- Ability and willingness to learn new software applications
- Must be available nights, weekends and holidays when necessary
- Working knowledge of Microsoft Office suite including Excel, Word, and PowerPoint
- Skills in complex problem solving, judgment, critical thinking and decision-making
- Ability to work alone with minimum supervision, and with others in a team environment, often times under pressure, managing several projects/tasks at the same time
- Effectively communicate orally and in writing with co-workers, maintaining confidentiality as appropriate
WHAT WE HAVE TO OFFER OUR EMPLOYEES AT JUSHI
We offer benefit packages that may include Medical, Dental, Vision, Life, Short-and Long-Term Disability, Flexible Spending Accounts, Paid Time Off, Paid Holidays, and 401(k).
BONUS DUTIES YOU SHOULD UNDERSTAND
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.
Jushi is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
