Guest Relations Rep. (TEWKSBURY)

Lazy River Products•Tewksbury, MA

8d•$18•Onsite

About The Position

Guest Relations "GR" Representative The Guest Relations Representative "GRR" is responsible for greeting, verifying ID’s, and allowing entry of customers into the retail dispensary sales floor while maintaining compliance at all times. The GRR will provide direction and information to customers and visitors of the company’s products, specials, services, and events. Guest Relation Reps work with direct supervision of Retail Leadership and reports directly to the General Manager.

Requirements

High School Diploma, GED or equivalent required. College degree preferred
At least 2 years of proven customer service experience or related experience is required
Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel required
Must be 21 years of age or older and comply with all legal or company regulation requirements for working in the industry
Ability to work weekends and holidays if necessary
Reliable transportation
Administrative — Knowledge of administrative tasks
Computer Software — Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel
Knowledge and understanding of state and local cannabis laws and how they apply to the operations of Lazy River Products
Superior customer service skills, including telephone etiquette
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 — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Service Orientation — Actively looking for ways to help people; service-oriented
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
Time Management — Managing one's own time and the time of others and multitasking
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action
Ability to learn new computer software
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

Nice To Haves

Experience with Dutchie or other Seed-to-Sale POS experience is a plus
Adult-Use Massachusetts Retail cannabis industry experience preferred
Multilingual abilities to assist a diverse customer base is a plus

Responsibilities

Verifying government-issued photo ID’s by using a scanning device to scan valid government issued photo IDs. to ensure 21+ entry
Answer incoming phone calls, check voicemails, may monitor company’s customer service email account
Being the face of the company, provide information to customers as they enter about the company’s products, specials, services, and events
Alerts retail leadership of incoming deliveries using the appropriate Walkie Talkie code
Maintain awareness of parking lot and main entrance activity and report any suspicious activity to the manager on duty on the same day the activity is witnessed
Communicate with LRP personnel via Walkie Talkie to maintain customer traffic flow, minimize wait times, and maximize sales and customer satisfaction
Direct visitors or vendors to the appropriate entrance (visitors or vendors must sign in the appropriate logbook, wear a visible guest badge, and be always accompanied by LRP personnel)
Direct solicitors or unplanned communicators or visitors to contact the company’s general customer service email, or if job seeking, provide Careers business cards and/or direct to the LRP Careers page found on our website
Maintain the confidentiality of all LRP employees at all times
Maintain organization and cleanliness of GR, including the GR bathroom
Monitor surveillance cameras to assist with the maintenance of customer traffic flow
Receives incoming package deliveries that are delivered to the front door and communicates the appropriate Walkie Talkie code to Retail Leadership
Report customer requests to Retail Leadership when applicable, and contact customers to communicate previous requests, if applicable
Report customer complaints to Retail-Leadership promptly
Maintain awareness of customer input and suggest changes to Retail-Leadership to improve services or products
Contributes to the development of new concepts, policies, and procedures as necessary to perform job duties and tasks
Maintain knowledge of all LRP products and services
Maintain an in-depth industry wide knowledge of products and strains in Massachusetts
Maintain a continuous state of alertness to ensure the highest safety standards for customers, fellow employees, products, and the facility
Maintain accurate and up-to-date knowledge on state and local laws pertaining to adult-use marijuana and dispensing adult-use marijuana
Follow established LRP policies and procedures at all times
Additional duties as assigned