Customer Care Lead - Florida

COMPANY OVERVIEW

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. 

MISSION STATEMENT

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.

JOB SUMMARY

Cresco Labs is seeking a Customer Care Lead to join our remote corporate Customer Care team which will report to a multi-state Customer Care Manager. As a Customer Care Lead, you will be the point person for projects as assigned by the Customer Care Manager and will serve as tier II product support for escalations. We are looking for someone who is service-minded and passionate about helping others. The Customer Care Lead will be responsible for fielding inbound support requests from Cresco Labs' and Sunnyside* patients and customers. They will work with Cresco Labs corporate brand and retail accounts to ensure up-to-date and adequate information is being shared with patients and the online public. The successful candidate will take ownership over effectively providing logistics support for delivery orders within the designated geographic area and provide a best in-class patient experience.

CORE JOB DUTIES

• Specializes in Customer Support including managing customer escalations via email, chat, and phone
• Support the completion of projects as assigned by the Customer Care Manager relating to help center content, product guides, quality reporting, customer experience and more
• Assists customers in navigating retail and brand websites and online product order troubleshooting via online support queues
• Helps medical patients make appropriate product choices based on unique effects of each cannabis product and consumption methods
• Fields incoming inquiries via the Sunnyside* Hotline and other support channels (email, chat, 3rd party review sites) for new and returning customers or patients
• Documents feedback from customers in an organized and streamlined way to assist in escalations and for cross-functional use
• Spearheads urgent communication process to quality and compliance teams
• Provides customers with clear directions on product replacement and refunds, if necessary
• Required competency to learn, understand and perform functionality within:

REQUIRED EXPERIENCE, EDUCATION AND SKILLS

• Experience in the cannabis industry preferred
• 2-3 years' experience in a customer service capacity – preferably in an online support environment
• Proficiency in spelling, grammar, and computer navigation
• Strong customer service skills such as ability to de-escalate, clear and patient verbal communication, self-control, and persuasiveness.
• Written and verbal fluency in Spanish strongly preferred
• Familiarity with the utility and function of Zendesk or other customer ticketing platforms preferred
• Confidence to self-manage and work independently in a fast-paced, constantly changing environment

BENEFITS

Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D.  We also offer eligible employees paid holidays and paid time off.  Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.

ADDITIONAL REQUIREMENTS

• Must be 21 years of age or older to apply
• Must comply with all legal or company regulations for working in the industry 

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.