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, and monitoring company’s customer service email account.
• Providing direction and information to customers and visitors about 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.
• 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, signing them in, wearing a visible guest badge, and being accompanied by LRP personnel.
• Directing solicitors or unplanned communicators or visitors to contact the company’s general customer service email or 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 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.
• Contributing 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 required.
• Ability to adapt with software updates and procedures.

Physical Requirement/Work Environment

• Retail store work environment.
• Must be able to work without leaving workstation excessively outside of regular breaks.
• Must have the ability to perform work-related activities for shift duration including repetitive motions and use of hands.
• 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.

Job Information

• Title: Guest Relations Representative
• Industry: Adult-Use Cannabis (MA)
• Pay Rate: $18.00/hour
• Location: Dracut, MA
• Status: Full-time (approx. 30-32 hours/week)
• Pay Type: Hourly
• Pay Status: Non-exempt
• Schedule: TBA