Dispensary Customer Service Lead

Holistic Health Group•Middleborough, MA

8d•$19 - $24•Onsite

About The Position

Holistic Health Group (HHG) is a vertically integrated medical and adult-use cannabis company focused on producing high-quality cannabis with an efficient, skilled workforce. The company is preparing to begin operations at its headquarters in Middleborough, Massachusetts, with future operations planned in other Massachusetts towns. HHG describes its workplace as healthy, welcoming, and enjoyable, and seeks self-starters who take pride in their work and want to advance their careers in the industry. The Customer Service Lead helps customers understand, select, and purchase the store’s cannabis products, including flower, concentrates, edibles, and topicals. The role calls for product knowledge covering efficacy, effects, aroma, and taste, along with a friendly, engaging, and compassionate approach. The lead responds to customer concerns and works to ensure a satisfactory store experience. The role also assists the management team with store activities and operations while following company policies, procedures, inventory practices, and operational guidelines. Work is primarily performed in a dispensary, with frequent interaction with staff, vendors, and customers. The position may involve contact with law enforcement and occasional state inspectors. Scheduled work may include nights, weekends, and holidays. Physical duties include operating a computer/POS system and standard office equipment, remaining stationary while checking in customers or operating the register, and moving dispensary products or totes weighing up to 30 pounds. The position also requires twisting, turning, bending, standing, and walking as needed.

Requirements

Must be at least 21 years of age.
Prior customer service experience in a hospitality, pharmacy, customer service, or retail environment.
Attention to detail.
Experience with software platforms and communication channels such as phone, email, and text.
Strong phone contact-handling and active-listening skills.
Customer-oriented approach and ability to adapt and respond to a variety of customers.
Excellent communication and presentation skills.
Ability to multitask, prioritize, and manage time effectively.
Ability to exchange accurate information about product offerings with customers and caregivers.
Ability to operate a computer/POS system and standard office equipment.
Ability to move products or totes weighing up to 30 pounds and to twist, turn, bend, stand, and walk as required.

Nice To Haves

Proven customer support experience or experience as a Customer Service Representative is highly desired.
High school diploma or GED preferred.
One to three years of experience working in a cannabis retail setting preferred.

Responsibilities

Assist the management team with store opening and closing procedures.
Provide coaching and assistance to Customer Service Associates.
Manage customer calls and questions.
Generate sales, including through upselling.
Identify and assess customer needs to support customer satisfaction.
Build customer relationships and trust through open, interactive communication.
Provide accurate and complete information using appropriate methods and tools.
Handle customer complaints, offer appropriate solutions and alternatives within time limits, and follow up to confirm resolution.
Follow communication procedures, guidelines, and policies.
Engage with customers and understand their individual needs.
Manage time effectively.
Assist with inventory tasks.
Help customers understand, select, and purchase cannabis products.
Assist with store activities and operations while following policies, procedures, inventory practices, and operational guidelines.