Customer Service Representative

Customer Service Representative – Lazy River Products

Overview
Lazy River Products’ Customer Service Representatives (CSR) provide superior support, interaction, and educational guidance to LRP customers. The CSR guides the guest through the retail experience and dispenses cannabis products in a sales transaction. This position delivers accurate product dispensing and maintains compliance throughout the entire dispensing and sales experience. The CSR reports directly to the General Manager and works under direct supervision of Retail Leadership.

• Upsell LRP products.
• Process cash and debit payments for in‑store and online customer purchases via Dutchie.
• Ensure all transactions are verified with the correct quantities and product(s).
• Maintain accurate, compliant, and properly secured POS receipts attached to 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, strain information, options, methods, effectiveness for specific ailments and cultivation methods, 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.

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

• 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.

• 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 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, including customer needs assessment, meeting quality standards, and evaluation of customer satisfaction.
• Computer Software — Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word, and Excel.

• 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…