Guest Relations Representative

Lazy River Products•Tewksbury, MA

9h•Onsite

About The Position

The Guest Relations Representative (GRR) greets customers, verifies identification, and controls entry to the retail dispensary sales floor while maintaining compliance. The role provides customers and visitors with information about the company's products, specials, services, and events, and supports an organized, safe, and efficient front-of-house experience. The GRR works under the direct supervision of Retail Leadership and reports directly to the General Manager. The position also supports customer communications and traffic flow, receives front-door package deliveries, monitors surveillance cameras and entrance activity, and directs visitors and vendors according to company sign-in and escort procedures. The representative maintains confidentiality, keeps the guest-relations area clean and organized, reports customer requests and complaints, and stays current on company offerings and applicable Massachusetts cannabis laws. The role is based in a retail store environment. It involves work-related activities throughout a shift, repetitive hand use, extended sitting or standing, and occasional stooping, bending, or crouching. The employee must be able to lift, carry, and balance up to 15 pounds and work holidays other than Christmas Day and Thanksgiving Day. Employees must be at least 21 years old, have reliable transportation, and comply with applicable legal and company requirements. A background check, including a CORI check, is required as a condition of employment and is initiated after an offer and signed authorization.

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.
Must be at least 21 years of age and comply with legal and company requirements for working in the industry.
Fluency in written and spoken English.
Reliable transportation.
Ability to work holidays other than Christmas Day and Thanksgiving Day.
Ability to work without leaving the workstation excessively outside regular breaks.
Ability to perform work-related activities for the duration of a shift, including repetitive motions and use of hands.
Ability to sit or stand for extended periods and to stoop, bend, or crouch.
Ability to lift, carry, and balance up to 15 pounds.
Superior customer-service skills, including telephone etiquette.
Strong organizational, attention-to-detail, analytical, written-communication, and verbal-communication skills.
Ability to multitask and adjust to shifting priorities in a fast-paced environment.
Commitment to learning and continuous development.
Ability to learn new computer software and adapt to software updates and procedures.
Ability to educate consumers and connect with customers.
Ability to actively listen, provide service-oriented assistance, apply critical thinking and complex problem-solving, manage time, and monitor performance.

Nice To Haves

College degree.
Experience with Dutchie or another seed-to-sale POS system.
Experience in the adult-use Massachusetts retail cannabis industry.
Multilingual abilities to assist a diverse customer base.

Responsibilities

Greet customers and verify government-issued photo IDs with a scanning device to confirm customers are at least 21 before entry.
Answer incoming phone calls, check voicemails, and potentially monitor the company's customer service email account.
Provide information to customers about company products, specials, services, and events.
Notify Retail Leadership of incoming deliveries using the appropriate Walkie Talkie code.
Monitor 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 via Walkie Talkie to manage customer traffic, reduce wait times, and support sales and customer satisfaction.
Direct visitors and vendors to the appropriate entrance, ensure they sign the appropriate logbook and wear a visible guest badge, and ensure they are accompanied by company personnel.
Direct solicitors, unplanned communicators, and visitors to the general customer service email; provide careers business cards or direct job seekers to the careers page when appropriate.
Maintain the confidentiality of all company employees.
Keep the guest-relations area, including its bathroom, clean and organized.
Monitor surveillance cameras to help maintain customer traffic flow.
Receive package deliveries at the front door and notify Retail Leadership using the appropriate Walkie Talkie code.
Report customer requests to Retail Leadership and contact customers about previous requests when applicable.
Promptly report customer complaints to Retail Leadership.
Monitor customer input and suggest service or product improvements to Retail Leadership.
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 maintain safety standards for customers, employees, products, and the facility.
Maintain current and accurate 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.