Customer Experience Representative

In this role your main responsibility will be to assist store guests in selecting appropriate medical or adult-use cannabis products for their specific needs. Reporting to the General Manager, Customer Experience Representatives are expected to provide best-in-class hospitality and consultation to every guest by engaging in one-on-one interactions from the moment a guest enters the store. Customer Experience Representatives should be friendly, upbeat, and approachable, much like a barista in your favorite coffee shop, a hotel concierge, or boutique retail sales consultant. Customers are drawn to our and dispensaries because every team member is committed to delivering exceptional hospitality, consultative services, and product knowledge. Compliance with applicable rules and regulations is required.

Essential Duties and Responsibilities:

• Follow established policies for sales and customer service to ensure customer satisfaction
• Maintain in-depth knowledge of every product and strain in the store
• Consult with customers to make the best possible product suggestions by identifying their experience level, preferred method of consumption and desired effects.
• Correct cash handling and discount application
• Verification of proper paperwork, documentation, and ID for customers
• Accurate use and maintenance of the Point of Sale (POS) system; Accurate and timely data entry of customer profiles in both the POS system and the state's electronic verification system
• Maintenance of hard copy files (when required)
• Assistance in verifying order deliveries for accuracy
• Security measures and safety compliance
• Maintenance of an organized and clean store
• Management of visitor log
• Maintenance of open communication with the management team and other coworkers
• Reporting of employee issues or customer situations
• Provide any necessary support to the management team to ensure retail store operations run smoothly, properly and in compliance with the applicable rules and regulations, including: daily activities, maintenance, and customer information for any reported issues and/or complaints.
• Other duties as assigned.

Relevant Knowledge, Skills, and Abilities:

• High School Diploma or equivalent;
• Recent and relevant hospitality and/or retail experience required
• Excellent customer service skills
• Knowledge and adherence to the policies, procedures, and goals of Firelands Scientific
• Ability to learn and understand cannabinoids and the natural function of the endocannabinoid system in the human body
• Ability to listen well and communicate effectively orally and in writing with various audiences
• Ability to use standard office equipment, computer equipment and software including word processing, database management, spreadsheet applications and email
• Ability to work effectively with employees, management, Customers, governmental agencies, community members and the general public
• Understanding of applicable federal, state and local laws and regulations as they pertain to the industry, personnel law, safety regulations, local municipal codes and organizational rules, regulations, directives and standard operating procedures
• Must be 21 years of age or older
• Ability to pass a background check

Physical Requirements:

• Standing and moving for 2-3 hours at a time
• Long periods of prolonged sitting and standing
• Long periods of prolonged use of office equipment including computers and phones
• Requires normal range of hearing and manual dexterity sufficient to operate a computer
• May require lifting up to 25 pounds occasionally

Work Environment:

• Similar to a busy retail store
• Constant interaction with internal and external stakeholders

Firelands Scientific and The Landing Dispensaries is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.