Customer Service Representative

Customer Service Representative

We're looking for a friendly, customer-focused professional who thrives in a fast-paced retail environment and enjoys creating exceptional guest experiences. The ideal candidate is detail-oriented, dependable, and comfortable balancing sales, education, and strict compliance while helping customers find the products that best meet their needs. You enjoy learning, communicating with a diverse customer base, and working collaboratively as part of a team. If you're passionate about delivering outstanding service, building customer relationships, and contributing to a positive workplace culture, we'd love to hear from you.

At Lazy River Products, it is our mission to be recognized as the Commonwealth's premier fully integrated cannabis-based Product Development Company. Our goal is to consistently deliver trusted small batch, craft quality products and exceptional service to our customers and the local communities for which we serve. At our core we provide professional, compliant and socially responsible standards that raise the bar and will be the new definition for excellence in the Cannabis industry here in Massachusetts. We will always diligently work within each of the local communities we touch to help facilitate strategies to further enhance economic opportunity, build strong neighborhoods and provide a solid framework for quality growth and development.

Lazy River Products' Customer Service Representatives "CSR" is responsible for providing superior and compliant 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 Checkout Associate Responsibilities:

• Employee anticipates and responds to customer needs in a courteous and professional manner, actively seeks solutions, and strives to provide a positive customer experience, ensuring satisfaction and repeat business.
• Verify customer photo IDs.
• Upsell LRP products.
• Ask customers if they would like to donate to the dedicated monthly charity.
• Attend pre-shift meetings and participate in discussions and provide suggestions for improving product availability, customer satisfaction and/or policies and procedures.
• Follow LRP's Guest Experience SOP, and all other job-related SOPs at all times.
• Contributes to the development of new concepts, policies, and procedures as necessary to perform job duties and tasks.
• Process cash, gift card, and debit payments for in-store and online customer purchases via Dutchie.
• Ensure all transactions are verified with the correct quantities and product(s).
• Ensure all transactions are accurate, compliant, and properly secured with the order's POS receipt stapled to the outside or inside the exit bag.
• Maintain organization and cleanliness of workstations and retail store.
• 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.
• Maintain knowledge of all LRP products and services, while adhering to CCC, state, and local laws.
• Assist with opening, shift swap, and close of business procedures.
• Maintain a continuous state of alertness to ensure the highest safety standards for fellow employees, products, and the facility.
• Additional duties as assigned.

Core Floor Sales Associate "FSA" Responsibilities:

• Greet customers as they enter the dispensary.
• Engage, upsell, and connect with customers.
• Assist customers with placing orders to expedite those waiting in lines.
• Responsible for taking additional guests to open POS to complete a transaction if no available CSRs can take the customer after their order is built.
• 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.
• Maintain awareness of customer input and suggest changes to Retail-Leadership to improve services or products.
• Report customer complaints to Retail-Leadership promptly.
• Additional duties as assigned.

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.
• Administrative - Knowledge of administrative tasks and inventory database.
• 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.

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.
• Reliable transportation.