Customer Intake Associate

About the Company

Ayr Wellness is a leading U.S. multi-state cannabis operator with more than 90 licensed retail locations across Florida, Massachusetts, Pennsylvania, Ohio, New Jersey, Nevada, and soon, Virginia. We cultivate, manufacture, and sell a broad portfolio of high-quality cannabis products, serving both medical patients and adult-use consumers. Our strength lies in our people, and we’re re-imagining how we work to shape the future of cannabis.

About the Role

The Intake position is the initial first point of contact for our dispensaries, setting the tone for all patient and customer interactions. You must greet everyone—both in-person and over the phone—with a positive, warm welcome. Strong customer service skills, an outgoing attitude, and a stellar work ethic are essential. The Intake team member is also responsible for maintaining the cleanliness of the front desk and lobby area.

Responsibilities

• Provide the highest level of customer service while interacting with patients and customers on-site and over the phone, maintaining an optimistic attitude and welcoming personality.
• Process in patients and customers by validating identification and entering information into our POS system.
• Handle front desk responsibilities, including answering phones, emails, checking in patients, and updating patient files.
• Provide new patients/customers with a brief explanation of services.
• Become well-educated on all cannabis products offered or demonstrate a willingness to learn.
• Manage visitor access for vendors, contractors, etc., in partnership with the Store Manager or Assistant Manager.
• Act as the liaison to all departments on security needs.
• Stay motivated to learn and execute new tasks during downtime.
• Take pride in the appearance of the store by ensuring all areas, including restrooms, are consistently clean, safe, and guest-ready.

Requirements

• Must stay current and adhere to all policies and regulations of the state cannabis agency.
• Must meet the age requirement as outlined by the state cannabis agency.
• Able to pass all background checks as required by the state cannabis agency.
• Able to accommodate scheduling that may include varied shifts, weekends, and holidays.
• Maintain regular and punctual attendance.
• Must be able to communicate effectively with customers, caregivers, and team members.
• Prior customer service experience in hospitality, pharmacy, customer service, or retail environments.
• Works in a timely manner and strives to increase productivity.
• Demonstrated oral and written communication capabilities.

Qualifications

• High school diploma or GED required.
• 1-3 years of experience working in a retail or inventory setting.

Skills

• Customer Obsessed: Dedicated to creating a remarkable experience for both internal and external customers; builds rapport and maintains meaningful relationships, creating trustful and authentic connections.
• Relationship Building: Viewed as truthful and respectful, providing authentic and constructive feedback; builds mutual respect and trust by listening, learning, and acting with compassion.
• Results Oriented: Empowered with the knowledge of their potential, learns quickly when facing new problems; a relentless and versatile learner, open to change and experimentation.
• Functional/Technical Skill: Possesses functional and technical knowledge to perform at a high level; understands how their role supports the broader mission.

Working Conditions

• Work is primarily performed in a dispensary setting.
• The working area may be odorous at times and loud due to fans and filtration systems, with fluctuating temperatures.
• Involves frequent contact with staff, vendors, and customers, as well as interactions with law enforcement and occasional state inspectors.

Physical Requirements

• Able to perform general administrative activities.
• Frequently operates a computer/POS system and other standard office equipment such as printers, phones, and photocopy machines.
• Must be able to remain in a stationary position when checking in customers or operating the register.
• Constantly moves and transports dispensary products/totes up to 30 lbs. throughout the dispensary.
• Ability to twist, turn, bend, stand, and walk as required to perform duties.