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Client Relations Supervisor

2 months ago

Scranton, Pennsylvania, United States Jushi USA Full time

CLIENT RELATIONS SUPERVISOR:

Are you looking to make a significant impact in the lives of individuals while enjoying a competitive compensation package? At Jushi USA, we are at the forefront of the rapidly expanding cannabis sector, recognized as one of the most dynamic job markets in the U.S. The Client Relations Supervisor, under the strategic direction of the Senior Director of Retail Experience, will oversee the Beyond/Hello Customer Care center. This role involves guiding and supporting customer care representatives in their responsibilities, including addressing customer inquiries and resolving complaints effectively.

TEAM OVERVIEW:

Established in 2018 and based in Boca Raton, Florida, Jushi is a fully integrated, multi-state cannabis enterprise that operates premium retail outlets, top-tier brands, and advanced cultivation and processing facilities. Our innovative online platform is redefining the cannabis shopping experience.

Since our inception, Jushi has expanded from a small team to over 900 dedicated employees. Our operations span seven states, including Pennsylvania, Virginia, Massachusetts, Illinois, California, Nevada, and Ohio, earning recognition as one of the top five cannabis companies to work for.

We operate numerous retail locations nationwide under the BEYOND / HELLOTM brand, as well as the recently acquired Nature's Remedy brand, providing an exceptional in-store experience complemented by online reservations and express pickup options.

Our team is committed to cultivating, processing, and manufacturing a diverse range of cannabis brands, including The Bank, The Lab, Tasteology, Nira + Medicinals, and Sèche, addressing various consumer and patient needs across multiple states.

KEY RESPONSIBILITIES:

  • Oversee and submit bi-weekly payroll and commission reports to Human Resources.
  • Manage escalated customer and staff situations to achieve mutually beneficial outcomes.
  • Collaborate with the Senior Director on new initiatives and updates to policies and procedures to enhance customer care operations.
  • Monitor and evaluate communications across calls, emails, chats, and social media to gather insights on quality and performance.
  • Inspire and mentor the team through training and performance evaluations to uphold the company's culture and exceed expectations.
  • Facilitate the hiring process, including screening, interview scheduling, onboarding, and training oversight.
  • Manage workforce scheduling for Customer Care, including shifts, breaks, and lunches.
  • Analyze real-time interaction volumes across various channels and adjust staffing as needed.
  • Assist with customer communications in real-time during peak periods.
  • Maintain professionalism and courtesy in all interactions.
  • Generate weekly and monthly reports on staffing, team performance, and other customer care metrics.
  • Identify opportunities for process improvements to enhance operational efficiency in collaboration with cross-functional leaders.
  • Ensure compliance with all state and municipal regulations and policies within our operational footprint.
  • Perform other assigned duties as required.

QUALIFICATIONS:

  • At least 3 years of experience in call center operations leadership or relevant management experience.
  • High School Diploma or GED.
  • Basic analytical capabilities.
  • Proven track record in developing and executing plans that meet or exceed established service levels and efficiency targets.
  • Understanding of call center performance metrics.
  • Willingness to learn new software applications.
  • Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint.
  • Strong problem-solving, judgment, critical thinking, and decision-making skills.
  • Ability to work independently with minimal supervision and collaboratively in a team environment, often under pressure.
  • Effective oral and written communication skills, maintaining confidentiality as appropriate.
  • Availability for nights, weekends, and holidays as needed.

EMPLOYEE BENEFITS:

We offer comprehensive benefit packages that may include medical, dental, vision, life insurance, short and long-term disability, flexible spending accounts, paid time off, paid holidays, and a 401(k) plan.

ADDITIONAL NOTES:

This job description is intended to provide a general overview of the position and is not exhaustive of all responsibilities, duties, or activities that may be required. Responsibilities 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.