Customer Service Representative

Job Description

Job Description

Customer Service Representative "CSR"
Lazy River Products' Customer Service Representatives "CSR" will be primarily responsible for providing superior support, interaction, and educational guidance to LRP customers. The CSR guides the guest through their retail experience and dispenses cannabis and cannabis products in a sales transaction. This position is responsible for providing the exact product selected by the guest and maintaining compliance throughout the entire dispensing and sales experience. CSR's work with direct supervision of Retail Leadership and reports directly to the General Manager. Core Responsibilities:

• Upsell LRP products.
• Process cash and debit payments for in-store and online customer purchases via Dutchie.
• Ensuring all transactions are verified with the correct quantities and product(s)
• Ensuring all transactions are accurate, compliant, and properly secured with the order’s POS receipt attached to the outside or inside the exit bag.
• Maintain organization and cleanliness of workstations and retail store.
• Follow LRP Cash Handling Policy and all job-related processes and procedures.
• Accurately educate customers and consumers on products they are purchasing and/or express interest in, strain information, options, methods, effectiveness for specific ailments and cultivation methods by providing educational materials and resources as needed.
• Maintain awareness of customer input and suggest changes to Retail-Leadership to improve upon both vendor and LRP products.
• Report customer complaints to Retail-Leadership promptly.

Floor Sales Associate Core Responsibilities:

• Upsell LRP products.
• Greet customers as they enter the dispensary.
• Engage, upsell, and connect with customers.
• Educate customers on products they are purchasing and/or express interest in, strain information, options, methods, effectiveness for specific ailments and cultivation methods by providing educational materials and resources as needed.

Education and Experience -

• A minimum of 2 years of experience in retail, customer service, or a related field is required.
• High School Diploma, GED or equivalent required.
• College degree preferred.
• Adult-Use Massachusetts Retail cannabis industry experience preferred.
• Experience with Dutchie or other Seed-to-Sale POS experience is a plus.
• Multilingual abilities to assist a diverse customer base is a plus.

Physical Requirement/Work Environment -

• Retail store work environment.
• Must be able to work on your feet for duration of shift.
• Must be able to work without leaving workstation excessively outside of regular break.
• Must have the ability to perform work related activities for up to 8 hours a day including repetitive motions and use of hands.
• This job function may include walking 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 30 pounds.

Knowledge –

• Knowledge and understanding of state and local cannabis laws and how they apply to the operations of Lazy River Products.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Computer Software — Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel.

Skills -

• Superior customer service skills.
• 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 handle and count cash and inventory-related items.
• 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.
• Ability to handle and count inventory-related items.
• Ability to read small font on small labels to ensure compliance accuracy.

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:  Customer Service Representative
Industry:  Adult-Use Cannabis (MA)
Starting Pay Rate:  $18.00/hour 
Location:  Dracut, MA
Status:  Full-time and/or Part-time
Pay Type:  Hourly
Pay Status:  Non-exempt

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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