FT Service Lead - Haight

Job Description
GENERAL SUMMARY OF DUTIES: Facilitate and enhance customerexperience of the retail location and ensure customer servicestandards are met.Coordinate the customer service team andsolve problems in the absence of Dispensary Manager.Coordinatecommunication and information among staff. Protect dispensary assets.Maintain the appearance of the dispensary. Coordinate with departmentmanagers, including the Inventory, Product and Safety departments.


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

SUPERVISION RECEIVED: Reports to Dispensary Manager

SUPERVISION EXERCISED: Self-directed; motivates and influences thecustomer service team through personal actions and examples.Facilitates customer service team results by communicating jobexpectations; trains and coaches Sales Associates in accordance withSPARC's policies and procedures; consistently follows personnel andpolicy 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 withestablished 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 suitablecannabis products based on their preferences and needs.

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

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

7. Uphold strict controls to protect company assets and minimizerisk under management's guidance.

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

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

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

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

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

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

14. Answer incoming calls and route them appropriately to supportcustomer engagement.

15. Maintain an organized inventory of promotional materials andother supplies.

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

17. Foster a professional and respectful work environment thatprioritizes trust and teamwork.

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

19. Provide a welcoming orientation to new customers, introducingthem to the dispensary's offerings and layout.

20. Stay informed about industry trends, product innovations, andbest 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:

1. Motivate and influence the customer service team throughpersonal actions and examples.
2. Facilitate customer service team results by communicating jobexpectations; train, coach and provide direction to SalesAssociates in accordance with SPARC's policies and procedures andmanager direction.
3. Develop and maintain rapport with staff from all departments.
4. Facilitate highest quality customer service; respond to memberand non-member inquiries via phone or walk-ins; follow up withmembers' requests or inquiries promptly and efficiently; resolvenon-standard complaints.
5. Build, improve and maintain effective relationships withmembers, vendors, visitors and overall community; maintaincomposure and professionalism in dealing with authorities,executives, members, vendors, staff and the public, occasionallyunder conditions of urgency and high-pressure situations.
6. Train dispensary teams to create an environment focused onmember service and education; communicate availability ofdispensary products to staff.
7. Reconcile all inventory, cash and client records daily; followstrict controls to protect dispensary's assets, i.e. cannabis,cash, building security etc.
8. Perform regular quality assurance audits and provide feedbackto Dispensary Manager;, i.e. dispensary standards, safety,sanitization, etc.
9. Maintain strictest confidentiality in all departments.
10. Responsible for projects, assignments and tasks.
11. Perform other related work as required in all departments.

Requirements

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 personalactions and examples.
• Strong problem solving, organizational and interpersonal skills.
• Ability to perceive and meet the needs of the staff andmembers without direction.
• Ability to maintain high standards in a fast paced, constantlyevolving environment.
• Ability to communicate clearly and effectively in allsituations 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 characteristicsand recommend similar products with similar qualities.
• Ability to dispense medicine accurately and efficiently.
• Precise knowledge on strains, genetics, cultivation techniquesand 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 MicrosoftOffice, Google Docs, Gmail and Treez. Experience in the cannabisindustry is highly desirable. Must be 21 years old and submit to abackground check.

CERTIFICATES/LICENSES: None.

TYPICAL PHYSICAL DEMANDS: Work may require prolonged sitting, somebending, stooping and stretching.Requires eye-hand coordinationand manual dexterity sufficient to operate a cash register, creditcard machine, photocopier, telephone, calculator and other officeequipment. Requires normal range of hearing.Requires closevision with the ability to see color and adjust focus. Occasionallyrequires lifting up to 50 pounds.

TYPICAL WORKING CONDITIONS: Work is performed in a busy cannabisdispensary. The dispensary area is very loud due to fans andfiltration systems, fluctuating between extreme cold and hottemperatures.Involves frequent contact with staff and thepublic. Work may be stressful at times and may include dealing withlaw enforcement and/or difficult members. Must be available to workvaried hours/days, including nights, weekends, holidays and/or events.


Benefits

BENEFITS ANDPERKS:

• Medical with Employercontribution
• DentalwithEmployer contribution
• Vision
• Voluntary LifeInsurance
• Employer paid LifeandLTD
• Hospital/Accident/CriticalIllness Indemnity
• CommuterFSA
• 401(k)Retirement
• PetInsurance
• Employer paidEmployeeAssistance Plan
• Employeediscount
• Employee dispensarycredit/allowance
• Freesnacks atall SPARC locations
• Tippooldistribution
• Salesbonusincentives
• 7dayspaidHolidays per year
• 2weeks paidVacation
• 9dayssickleave