Customer Service Representative

Lazy River Products LLC•Tewksbury, MA

17d•$18 - $18•Onsite

About The Position

Lazy River Products is seeking a friendly, customer-focused Customer Service Representative (CSR) to join their team. This role involves providing superior and compliant support, interaction, and educational guidance to customers in a retail cannabis environment. The CSR will guide guests through their retail experience, dispense cannabis and cannabis products, and ensure all transactions are accurate and compliant with state and local laws. The position offers an opportunity to work in a new industry, help break the stigma of cannabis, and be part of a passionate, community-involved team.

Requirements

A minimum of 2 years of experience in retail, customer service, or a related field.
High School Diploma, GED or equivalent.
Must be 21 years of age or older.
Must be able to work on your feet for duration of shift.
Must be able to work without leaving workstation excessively outside of regular break.
Must have the ability to perform work related activities for up to 8 hours a day including repetitive motions and use of hands.
Ability to perform work related activities for up to 8 hours a day including repetitive motions and use of hands.
Ability to handle and count cash and inventory-related items.
Ability to educate consumers and connect with customers.
Fluent in the English language, both verbal and written.
Ability to adapt with software updates and procedures.
Ability to handle and count inventory-related items.
Knowledge and understanding of state and local cannabis laws and how they apply to the operations of Lazy River Products.
Knowledge of principles and processes for providing customer and personal services.
Knowledge of administrative tasks and inventory database.
Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel.
Superior customer service skills.
Excellent organizational, attention to detail, and analytical skills.
Strong written and verbal communication skills.
Ability to multi-task and adjust to shifting priorities in a fast-paced environment.
Commitment to learning and continuous development.
Active Listening skills.
Service Orientation.
Critical Thinking skills.
Complex Problem Solving skills.
Time Management skills.
Monitoring skills.
Ability to learn new computer software.

Nice To Haves

College degree
Adult-Use Massachusetts Retail cannabis industry experience
Experience with Dutchie or other Seed-to-Sale POS experience
Multilingual abilities

Responsibilities

Provide superior and compliant support, interaction, and educational guidance to LRP customers.
Guide guests through their retail experience and dispense cannabis and cannabis products in a sales transaction.
Ensure the exact product selected by the guest is provided and maintain compliance throughout the dispensing and sales experience.
Anticipate and respond to customer needs in a courteous and professional manner, actively seeking solutions to provide a positive customer experience.
Verify customer photo IDs.
Upsell LRP products.
Ask customers if they would like to donate to the dedicated monthly charity.
Attend pre-shift meetings and participate in discussions, providing suggestions for improvement.
Follow LRP's Guest Experience SOP and all other job-related SOPs.
Contribute to the development of new concepts, policies, and procedures.
Process cash, gift card, and debit payments for in-store and online customer purchases via Dutchie.
Ensure all transactions are verified with the correct quantities and product(s).
Ensure all transactions are accurate, compliant, and properly secured.
Maintain organization and cleanliness of workstations and the retail store.
Accurately educate customers on products, strain information, options, methods, effectiveness for specific ailments, and cultivation methods.
Maintain awareness of customer input and suggest changes to Retail-Leadership to improve products and services.
Report customer complaints to Retail-Leadership promptly.
Maintain knowledge of all LRP products and services, adhering to CCC, state, and local laws.
Assist with opening, shift swap, and close of business procedures.
Maintain a continuous state of alertness for safety standards.
Greet customers as they enter the dispensary.
Engage, upsell, and connect with customers.
Assist customers with placing orders to expedite those waiting in lines.
Take additional guests to open POS to complete a transaction if no available CSRs can take the customer after their order is built.
Additional duties as assigned.