FT Service Lead - Sonoma

Job Description

Job Description

GENERAL SUMMARY OF DUTIES: Facilitate and enhance customer experience of the retail location and ensure customer service standards are met. Coordinate the customer service team and solve problems in the absence of Dispensary Manager. Coordinate communication and information among staff. Protect dispensary assets. Maintain the appearance of the dispensary. Coordinate with department managers, including the Inventory, Product and Safety departments.

Understand and embrace the mission of SPARC and its role in the industry and community

SUPERVISION RECEIVED: Reports to Dispensary Manager

SUPERVISION EXERCISED: Self-directed; motivates and influences the customer service team through personal actions and examples. Facilitates customer service team results by communicating job expectations; trains and coaches Sales Associates in accordance with SPARC’s policies and procedures; consistently follows personnel and policy procedures.

EXAMPLE OF DUTIES: (This list may not include all of the duties assigned.)

Sales Associate Duties:

OF DUTIES: (This list may not include all of the duties assigned.)

1. Deliver exceptional customer service in alignment with established standards, ensuring satisfaction and loyalty.

2. Build and maintain strong relationships with customers, vendors, and team members to foster a collaborative sales environment.

3. Address and resolve customer inquiries promptly and efficiently, escalating to management as needed.

4. Proactively recommend and guide customers toward suitable cannabis products based on their preferences and needs.

5. Communicate the features, benefits, and effects of different cannabis products to customers.

6. Accurately process sales transactions using the Point of Sale system, including cash, ACH and card payments.

7. Uphold strict controls to protect company assets and minimize risk under management’s guidance.

8. Set up, organize, and maintain product displays, ensuring an inviting sales floor.

9. Assist with merchandise replenishment, inventory monitoring, and participating in regular stock counts.

10. Facilitate customer account setup and data entry, ensuring accurate records in the database.

11. Leverage upselling and cross-selling techniques to maximize transaction value and promote complementary products.

12. Consistently meet and exceed Key Performance Indicators (KPIs), such as conversion rates, average transaction value, loyalty sign ups and total sales.

13. Collaborate with team members to achieve store-wide sales goals and coordinate company promotional strategies.

14. Answer incoming calls and route them appropriately to support customer engagement.

15. Maintain an organized inventory of promotional materials and other supplies.

16. Ensure cleanliness and visual appeal of the dispensary, including daily housekeeping tasks.

17. Foster a professional and respectful work environment that prioritizes trust and teamwork.

18. Adhere to HIPAA/PII guidelines to maintain customer confidentiality.

19. Provide a welcoming orientation to new customers, introducing them to the dispensary’s offerings and layout.

20. Stay informed about industry trends, product innovations, and best practices to identify new sales opportunities.

21. Achieve and exceed sales targets through a consultative selling approach.

22. Perform other sales-related duties as required.

Service Lead Duties:

• Motivate and influence the customer service team through personal actions and examples.
  
• Facilitate customer service team results by communicating job expectations; train, coach and provide direction to Sales Associates in accordance with SPARC’s policies and procedures and manager direction.
  
• Develop and maintain rapport with staff from all departments.
  
• Facilitate highest quality customer service; respond to member and non-member inquiries via phone or walk-ins; follow up with members’ requests or inquiries promptly and efficiently; resolve non-standard complaints.
  
• Build, improve and maintain effective relationships with members, vendors, visitors and overall community; maintain composure and professionalism in dealing with authorities, executives, members, vendors, staff and the public, occasionally under conditions of urgency and high-pressure situations.
  
• Train dispensary teams to create an environment focused on member service and education; communicate availability of dispensary products to staff.
  
• Reconcile all inventory, cash and client records daily; follow strict controls to protect dispensary’s assets, i.e. cannabis, cash, building security etc.
  
• Perform regular quality assurance audits and provide feedback to Dispensary Manager;, i.e. dispensary standards, safety, sanitization, etc.
  
• Maintain strictest confidentiality in all departments.
  
• Responsible for projects, assignments and tasks.
  
• Perform other related work as required in all departments.
  

PERFORMANCE REQUIREMENTS:

Knowledge, Skills and Abilities

• Able to work varied hours/day, including nights, weekends, holidays and events.
  
• Ability to motivate and influence others through personal actions and examples.
  
• Strong problem solving, organizational and interpersonal skills.
  
• Ability to perceive and meet the needs of the staff and members without direction.
  
• Ability to maintain high standards in a fast-paced, constantly evolving environment.
  
• Ability to communicate clearly and effectively in all situations with staff, members, and community members.
  
• Strong customer service and communication skills.
  
• Ability to adapt to changing industry and growing business.
  
• Must have a high level of patience and flexibility.
  
• Ability to describe products and their unique characteristics and recommend similar products with similar qualities.
  
• Ability to dispense medicine accurately and efficiently.
  
• Precise knowledge of strains, genetics, cultivation techniques and effects of cannabis preferred.
  

EDUCATION/EXPERIENCE: Three years of related experience required, five or more preferred. Cash handling experience and Point of Sale (POS) system experience required. Working knowledge of Microsoft Office, Google Docs, Gmail and Treez. Experience in the cannabis industry is highly desirable. Must be 21 years old and submit to a background check.

CERTIFICATES/LICENSES: None.

TYPICAL PHYSICAL DEMANDS: Work may require prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a cash register, credit card machine, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing. Requires close vision with the ability to see color and adjust focus. Occasionally requires lifting up to 50 pounds.

TYPICAL WORKING CONDITIONS: Work is performed in a busy cannabis dispensary. The dispensary area is very loud due to fans and filtration systems, fluctuating between extreme cold and hot temperatures. Involves frequent contact with staff and the public. Work may be stressful at times and may include dealing with law enforcement and/or difficult members. Must be available to work varied hours/days, including nights, weekends, holidays and/or events.

BENEFITS AND PERKS:

• Medical with Employer contribution
  
• Dental with Employer contribution
  
• Vision
  
• Voluntary Life Insurance
  
• Employer paid Life and LTD
  
• Hospital/Accident/Critical Illness Indemnity
  
• Commuter FSA
  
• 401(k) Retirement
  
• Pet Insurance
  
• Employer paid Employee Assistance Plan
  
• Employee discount
  
• Employee dispensary credit/allowance
  
• Free snacks at all SPARC locations
  
• Tip pool distribution
  
• Sales bonus incentives
  
• 7 days paid Holidays per year
  
• 2 weeks paid Vacation
  
• 9 days sick leave