Guest Relations Representative

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.

Core Tasks and 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.

Education and Experience -

• 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.
• 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.

Physical Requirement/Work Environment –

• Retail store work environment.
• Must be able to work without leaving workstation excessively outside of regular break.
• Must have the ability to perform work related activities for shift duration including repetitive motions and use of hands.
• This job function may include sitting or standing for extended periods of time, as well as stooping, bending over, and/or crouching.
• Must be able to lift, carry, and balance up to 15 pounds.

Knowledge –

• 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.

Skills -

• 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.

Abilities -

• 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.

Additional Requirements –

• 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.

Job Information:
Title: Guest Relations Representative
Industry: Adult-Use Cannabis (MA)
Pay Rate: $18.00/hour
Location: Tewksbury, MA
Status: Part-Time/Full-time: TBD
Pay Type: Hourly
Pay Status: Non-exempt
Schedule (TBD):

Commitment to Diversity, Equity and Inclusion:
Lazy River Products is an at-will, equal opportunity/affirmative action employer who is committed to providing an inclusive and equitable work environment free from discrimination. We are proud to be an equal opportunity employer who does not discriminate against minorities, women, veterans, people with disabilities, people of all gender identities or sexual orientations.

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