Program Specialist 3 Cannabis (NY HELPS) - VID 175040

State of New York • Albany, NY

402d • $103,784 - $127,830 • Remote

About The Position

The Program Specialist 3 Cannabis (NY HELPS) position at the Office of Cannabis Management is responsible for overseeing customer service operations within the agency. This role involves managing a team of customer service representatives, developing communication strategies, and ensuring compliance with regulatory standards. The specialist will play a key role in enhancing customer interactions and maintaining accurate messaging across various channels.

Requirements

• One year of permanent competitive or 55-b/55-c service as a Program Specialist 2 Cannabis.
• Bachelor's degree or higher and five years of professional experience in regulatory compliance, including two years at a supervisory level.

Nice To Haves

• 5+ years of relevant industry expertise in Customer Success or Salesforce.
• Experience in implementing and training staff on customer service platforms.
• Strong collaborative approach to teamwork.
• Ability to independently write and prepare clear communications.
• Strong interpersonal communications and emotional intelligence.
• Familiarity with regulatory compliance and industry standards.
• Experience managing email marketing tools and customer service software.
• Outstanding communication and presentation skills.
• Proven ability to collaborate with cross-functional teams.
• Problem-solving and solution-oriented mindset.

Responsibilities

• Manage workflow of the customer service representatives.
• Draft and strategize regulatory bulletins to inform stakeholders about policy updates and compliance requirements.
• Coordinate with team members to maintain a knowledge base for customer service representatives.
• Update FAQs to ensure consistent communication for stakeholders.
• Create and revise email scripts for customer service interactions.
• Collect and triage inquiries to improve communication materials.
• Pitch monthly conversations based on analytical reports from inquiries.
• Review and proofread communications for accuracy and clarity.
• Assist in developing interdepartmental training and reference materials.
• Monitor data and analyze trends to provide reports on performance and customer feedback.
• Ensure all communications comply with regulations and organizational policies.

Benefits

• Health insurance coverage
• Paid holidays
• Telecommuting options
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree