Guest Relations Representative

Lazy River Products•Dracut, MA

1d•Onsite

About The Position

The Guest Relations Representative (GRR) welcomes customers, verifies identification, and manages entry to the retail dispensary sales floor while maintaining compliance. The role provides customers and visitors with information about company products, specials, services, and events, and helps maintain an efficient, safe, and positive front-of-house experience. The GRR works under the direct supervision of Retail Leadership and reports directly to the General Manager. The position involves communicating with customers and staff, managing phone and other customer inquiries, monitoring customer flow and surveillance cameras, receiving front-door deliveries, and directing visitors and vendors according to company procedures. The GRR is expected to maintain knowledge of company offerings and applicable Massachusetts cannabis laws, follow established policies, safeguard employee confidentiality, and contribute to improvements in services and procedures. This is a retail-store work environment. The role may involve extended sitting or standing, repetitive hand motions, stooping, bending, crouching, and lifting, carrying, or balancing up to 15 pounds. Employees must be able to perform work-related activities for the duration of a shift and work holidays other than Christmas Day and Thanksgiving Day. Applicants must be at least 21 years old, have reliable transportation, and comply with legal and company requirements for working in the industry. A background check, including a CORI check, is required as a condition of employment after an offer is extended and authorization is signed.

Requirements

High school diploma, GED, or equivalent.
At least 2 years of proven customer service or related experience.
Knowledge of Windows OS, basic computer navigation, and Office 365 applications, including Outlook, Word, and Excel.
At least 21 years of age and compliance with legal and company requirements for working in the industry.
Reliable transportation.
Fluent written and verbal English.
Ability to work holidays other than Christmas Day and Thanksgiving Day.
Ability to work without leaving the workstation excessively outside regular breaks and to perform work-related activities for the duration of a shift.
Ability to perform repetitive motions and use hands, and to sit or stand for extended periods, stoop, bend, crouch, and lift, carry, and balance up to 15 pounds.
Superior customer service skills, including telephone etiquette; strong organizational, attention-to-detail, analytical, written, and verbal communication skills.
Ability to multitask, adjust to shifting priorities in a fast-paced environment, learn new software, adapt to software updates and procedures, educate consumers, and connect with customers.
Commitment to learning and continuous development, with active listening, service orientation, critical thinking, complex problem-solving, time-management, and monitoring skills.
Successful completion of the company's required background check, including a CORI check, after an offer is extended and authorization is signed.

Nice To Haves

College degree.
Experience with Dutchie or another seed-to-sale point-of-sale system.
Adult-use Massachusetts retail cannabis industry experience.
Multilingual abilities to assist a diverse customer base.

Responsibilities

Greet customers and verify government-issued photo IDs with a scanning device to ensure customers are at least 21 before entry.
Answer incoming phone calls, check voicemails, and potentially monitor the company customer service email account.
Provide information to customers about company products, specials, services, and events.
Alert Retail Leadership about incoming deliveries using the appropriate walkie-talkie code, and receive package deliveries at the front door.
Maintain awareness of parking lot and main entrance activity and report suspicious activity to the manager on duty on the same day it is witnessed.
Communicate with company personnel by walkie-talkie to manage customer traffic flow, reduce wait times, and support sales and customer satisfaction.
Direct visitors and vendors to the appropriate entrance and ensure they sign the appropriate logbook, wear a visible guest badge, and remain accompanied by company personnel.
Direct solicitors, unplanned communicators, or visitors to the general customer service email; provide careers cards or direct job seekers to the company Careers page when appropriate.
Maintain the confidentiality of all company employees.
Maintain the organization and cleanliness of the Guest Relations area, including its bathroom.
Monitor surveillance cameras to assist with customer traffic flow.
Report customer requests and complaints to Retail Leadership, contact customers about prior requests when applicable, and relay customer input or suggestions for improvements.
Contribute to developing concepts, policies, and procedures as needed to perform job duties.
Maintain knowledge of company products and services and in-depth knowledge of products and strains in the Massachusetts industry.
Remain alert to help ensure safety for customers, employees, products, and the facility.
Maintain current knowledge of state and local laws governing adult-use marijuana and its dispensing.
Follow established company policies and procedures and perform additional duties as assigned.