Customer Care Coordinator

The Customer Care Coordinator plays an important role in delivering exceptional customer and patient experiences within a fast-paced retail dispensary environment. This position is responsible for providing knowledgeable, professional, and accurate service while ensuring compliance with company policies, operating procedures, and applicable regulatory requirements. 

Customer Care Coordinators support multiple areas of retail operations, including customer engagement, product education, point-of-sale transactions, telephone support, merchandising, and general store maintenance. 

This is an active, customer-facing retail position that requires employees to rotate between various workstations and responsibilities throughout their scheduled shifts based on operational needs. The role involves frequent standing and walking, with occasional sitting depending on assigned responsibilities. 

Successful candidates demonstrate adaptability, strong communication skills, attention to detail, and a commitment to providing outstanding service in a collaborative, compliance-focused environment.

WHAT YOU WILL DO

• Deliver exceptional customer and patient service by providing accurate, professional, and courteous assistance throughout the retail experience.
• Greet and assist customers and patients, respond to inquiries, and appropriately address or escalate questions and concerns.
• Educate customers and patients regarding available products, product characteristics, promotions, discounts, and applicable membership benefits.
• Guide customers through the sales floor and provide product recommendations based on product knowledge, customer needs, and applicable regulatory guidelines.
• Maintain current knowledge of available products, company promotions, patient and member benefits, and applicable retail procedures.
• Provide telephone-based customer support and assist with inquiries as assigned.

Retail Operations and Workstation Rotation 

• Rotate between assigned retail workstations and operational responsibilities throughout the workday based on business needs and management direction.
• Support various retail functions, including customer engagement, sales floor assistance, point-of-sale transactions, telephone support, merchandising, and general store operations.
• Operate cash registers, computer-based point-of-sale systems, cash drawers, and other equipment necessary to complete customer transactions.
• Accurately process transactions while following established cash-handling, product-handling, and inventory-control procedures.
• Assist with stocking, replenishing, organizing, and maintaining retail products, supplies, and designated work areas.
• Maintain cleanliness, organization, and presentation of the retail environment, including sweeping, mopping, sanitizing, and other general housekeeping responsibilities.
• Adapt to changing operational priorities, customer traffic, and staffing needs throughout the workday. 
Compliance and Team Collaboration  
• Adhere to the company's mission, core values, ethical standards, and expectations for professionalism.
• Follow all applicable company policies, standard operating procedures, safety requirements, and cannabis industry regulations.
• Maintain compliance with product-handling, transaction-processing, security, and customer-verification procedures.
• Collaborate with team members and store leadership to support operational efficiency, customer satisfaction, sales performance, and compliance objectives.
• Communicate operational concerns, customer issues, and potential compliance matters to management as appropriate.
• Participate in required training and maintain knowledge of current company policies, products, and regulatory requirements.
• Perform other duties and responsibilities as assigned. 

WHAT WE ARE LOOKING FOR

Education and Experience 
• High school diploma or General Educational Development (GED) certificate required.
• Associate's or bachelor's degree in any field preferred.
• Customer service or retail experience preferred. 

Knowledge, Skills, and Abilities 

• Strong interpersonal and communication skills, with the ability to interact professionally and effectively with customers, patients, colleagues, and management.
• Excellent customer service skills and the ability to address inquiries and concerns accurately and efficiently.
• Strong computer proficiency and the ability to operate point-of-sale systems, telephone systems, and other retail technology.
• Excellent organizational, reasoning, and multitasking abilities.
• Ability to maintain accuracy and attention to detail in a fast-paced, regulated retail environment.
• Ability to adapt to changing priorities, rotate between workstations, and perform multiple operational responsibilities throughout the workday.
• Ability to work collaboratively as part of a team while independently managing assigned responsibilities.
• Ability to follow established policies, procedures, and regulatory requirements.
• Ability to maintain professionalism, confidentiality, and sound judgment when interacting with customers and handling sensitive information.
• Ability to perform assigned responsibilities in an environment with varying levels of customer traffic and operational activity.
• Ability to travel locally on occasion, as needed

PHYSICAL REQUIREMENTS

The Customer Care Coordinator position operates within an active retail dispensary environment. Employees are expected to perform a variety of customer-facing and operational responsibilities and rotate between assigned workstations throughout their scheduled shifts. 

• The physical demands of the position may vary depending on assigned duties, customer traffic, staffing, and operational needs.
• Frequently stand and walk while assisting customers and patients, supporting sales floor activities, completing transactions, maintaining retail areas, and performing other assigned operational responsibilities.
• Occasionally sit while completing designated administrative tasks, computer-based activities, telephone support, or other responsibilities that may be performed from a seated workstation.
• Frequently transition between standing, walking, and sitting as work assignments and operational needs change throughout the workday.
• Frequently use hands and fingers for typing, scanning, operating point-of-sale systems, handling products, processing transactions, and performing other tasks requiring fine motor coordination.
• Frequently operate computers, telephones, registers, and other retail equipment.
• Occasionally reach at or above shoulder level, including when retrieving, stocking, organizing, or handling products and supplies.
• Occasionally bend, twist, stoop, squat, or kneel while performing stocking, cleaning, organizing, and other store maintenance activities. 
• Occasionally grasp, lift, carry, push, or pull objects weighing up to 25 pounds. 
• Move between various areas of the retail location throughout the workday as required to perform assigned duties.
• Perform work activities requiring sustained attention, accuracy, and interaction with customers and team members in an active retail environment.
• The physical requirements described above represent the general demands associated with performing the essential functions of this position. Actual frequency and duration may vary based on operational needs and assigned responsibilities.
• Jushi will provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable federal, state, and local laws, unless doing so would impose an undue hardship.

Jushi offers a competitive benefits package designed to support the health, well-being, and financial security of our employees. 

• Eligible employees may have access to benefits including:
• Medical, dental, and vision insurance
• Life insurance
• Short-term and long-term disability coverage
• Flexible Spending Accounts (FSAs)
• Paid time off
• Paid holidays
• 401(k) retirement savings plan
• Benefit eligibility and availability are subject to applicable plan terms, company policies, and employment classification. 

ADDITIONAL DUTIES AND RESPONSIBILITIES 

This job description is intended to provide a general overview of the responsibilities, qualifications, and physical requirements associated with the position. It is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of an employee in this role. 

Job responsibilities, workstation assignments, operational expectations, and reporting relationships may change at any time, with or without notice, based on business needs and applicable law. 

Employees may be assigned additional responsibilities consistent with the operational requirements of the retail environment. 

EQUAL EMPLOYMENT OPPORTUNITY 

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 characteristic protected by applicable federal, state, or local laws, regulations, or ordinances.