FT Service Lead - Santa Rosa

SPARC•Santa Rosa, CA

10d•$21 - $27•Onsite

About The Position

The Service Lead facilitates and enhances the customer experience at the retail location and ensures customer service standards are met. The role coordinates the customer service team, resolves problems in the absence of the Dispensary Manager, coordinates communication among staff, protects dispensary assets, maintains the appearance of the dispensary, and coordinates with department managers, including Inventory, Product, and Safety. The Service Lead is expected to understand and embrace SPARC’s mission and its role in the industry and community. The position is self-directed and motivates and influences the customer service team through personal example. It communicates expectations, trains and coaches Sales Associates according to SPARC policies and procedures, and consistently follows personnel and policy procedures. The role also performs Sales Associate duties, including customer service and education, sales and transactions, inventory and display upkeep, customer account support, confidentiality, cleanliness, and achievement of sales goals. Service Lead work includes directing and developing the customer service team; responding to and following up on member and non-member inquiries; resolving non-standard complaints; building effective relationships with staff, members, vendors, visitors, and the community; training teams in member service and education; communicating product availability; reconciling inventory, cash, and client records daily; conducting quality assurance audits; maintaining confidentiality; and completing projects and other work across departments. Work takes place in a busy cannabis dispensary with frequent staff and public contact and may involve stressful situations, including interactions with law enforcement or difficult members. The role requires availability for varied hours and days, including nights, weekends, holidays, and events.

Requirements

Three years of related experience required; five or more years preferred.
Cash-handling experience and Point of Sale (POS) system experience required.
Working knowledge of Microsoft Office, Google Docs, Gmail, and Treez.
Must be at least 21 years old and submit to a background check.
Able to work varied hours and days, including nights, weekends, holidays, and events.
Ability to motivate and influence others through personal actions and examples.
Strong problem-solving, organizational, interpersonal, customer-service, and communication skills.
Ability to perceive and meet staff and member needs without direction.
Ability to maintain high standards in a fast-paced, constantly evolving environment and adapt to industry and business changes.
Patience and flexibility.
Ability to describe product characteristics and recommend similar products with similar qualities.
Ability to dispense medicine accurately and efficiently.
Ability to maintain confidentiality and professionalism, including in stressful or high-pressure situations.

Nice To Haves

Five or more years of related experience.
Experience in the cannabis industry is highly desirable.
Precise knowledge of cannabis strains, genetics, cultivation techniques, and effects preferred.

Responsibilities

Deliver exceptional customer service and resolve customer inquiries and complaints, escalating issues when appropriate.
Motivate, train, coach, and provide direction to Sales Associates in accordance with company policies, procedures, and manager direction.
Coordinate customer service operations and staff communication, and help solve problems in the Dispensary Manager’s absence.
Build and maintain effective relationships with staff, members, vendors, visitors, and the community.
Educate customers about cannabis products, their features, benefits, and effects, and recommend products suited to customer needs.
Process sales transactions using the Point of Sale system, including cash, ACH, and card payments.
Protect dispensary assets and follow strict controls for cannabis, cash, records, and building security.
Reconcile inventory, cash, and client records daily; assist with replenishment, inventory monitoring, and stock counts.
Set up and maintain product displays, promotional materials, supplies, and an inviting, clean sales floor.
Facilitate customer account setup and accurate database entry while maintaining HIPAA/PII confidentiality.
Train dispensary teams to prioritize member service and education, and communicate product availability to staff.
Conduct regular quality assurance audits of dispensary standards, safety, and sanitization, and provide feedback to the Dispensary Manager.
Meet and exceed sales targets and KPIs through consultative selling, upselling, cross-selling, and collaboration on store-wide sales goals and promotions.
Answer incoming calls and route them appropriately; follow up promptly on member requests and inquiries.
Maintain professionalism and composure in routine and urgent interactions with authorities, executives, customers, vendors, staff, and the public.
Complete assigned projects, tasks, and other related work across departments as required.