Guest Relations Representative

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.
• Answering incoming phone calls, checking voicemails, may monitor company’s customer service email account.
• Providing direction and information to customers and visitors of the company’s products, specials, services, and events.
• Alerting retail leadership of incoming deliveries using the appropriate Walkie Talkie code.
• Maintaining awareness of parking lot and main entrance activity and reporting any suspicious activity to the manager on duty on the same day the activity is witnessed.
• Communicating with LRP personnel via Walkie Talkie to maintain customer traffic flow, minimize wait times, and maximize sales and customer satisfaction.
• Directing 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).
• Directing 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.
• Maintaining the confidentiality of all LRP employees at all times.
• Maintaining organization and cleanliness of GR, including the GR bathroom.
• Monitoring surveillance cameras to assist with the maintenance of customer traffic flow.
• Receiving incoming package deliveries that are delivered to the front door and communicating the appropriate Walkie Talkie code to Retail Leadership.
• Reporting customer requests to Retail Leadership when applicable, and contacting customers to communicate previous requests, if applicable.
• Reporting customer complaints to Retail-Leadership promptly.
• Maintaining awareness of customer input and suggesting 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.
• Maintaining knowledge of all LRP products and services.
• Maintaining an in-depth industry wide knowledge of products and strains in Massachusetts.
• Maintaining a continuous state of alertness to ensure the highest safety standards for customers, fellow employees, products, and the facility.
• Maintaining accurate and up-to-date knowledge on state and local laws pertaining to adult-use marijuana and dispensing adult-use marijuana.
• Following established LRP policies and procedures at all times.
• Additional duties as assigned.

Education and Experience

• A High School Diploma, GED or equivalent required.
• A 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.
• Fluency in the English language, both verbal and written, 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.

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.
• 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.
• Ability to learn new computer software.
• Ability to educate consumers and connect with customers.

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.