Keyholder, Customer Service​/HelpDesk

ROLE SUMMARY

As a Key Holder, you may be the first point of contact for our customers when they enter the store, you will help to create the energy and excitement around Fluent products, providing the right solutions and providing the knowledge needed for patients to safely use our products. You understand that the Fluent dispensary is dedicated to delivering a customer experience that’s unlike any other.

It starts with you reviewing a doctors’ recommendation. And with the support of your store team members, you match those needs with the right products. Every day is an opportunity for you to turn another Fluent visitor into a loyal Fluent customer.

• Completes opening and closing responsibilities accurately and efficiently and ensures cash handling standards are met and company funds are secured.
• Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction.
• Ability, willingness and competency to open or close the store, conduct daily inventory, receive deliveries, and lock or unlock the dispensary.
• Activate or deactivate the alarms as applicable.
• Conduct batch inventory count.
• Distribute and assign cash drawers.
• Use available resources efficiently to assess the customer’s health conditions and needs.
• Escalate unresolved issues to the appropriate supervisor.
• Assist on deliveries as applicable.
• Record details of each customer interaction and any actions taken.
• Follow up on any customer issues requiring additional research.
• Ensures a clean and organized dispensary for our patients.
• Contributes to a positive and inclusive work environment.
• Maintain adequate knowledge off the product guide and understand the benefits of Medical Cannabis.
• Communicate with Director of Retail Operations, general manager and/or assistant general manager regarding status of issues.

• 2 years of previous experience with customer service desired.
• 2 years Sales experience.
• Working knowledge of MS Office.

• Must be a multitasker, with the ability to work on several requests simultaneously without losing focus.
• Organization and initiative, good communications skills, proactive, problem‑solving, time management, discretion and confidentiality are essential attributes.
• Ability to build good relationships. There will be frequent contact with internal and external people, either face to face or by telephone or email.
• Teamwork – collaborating with others to improve overall standards of work and service.
• Excellent written and verbal communication skills.
• Ability to prioritize and integrate a proactive approach to assignments.
• Overtly demonstrating a positive, problem‑solving attitude during all work hours.

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The company may ask you to help out in other positions depending on company needs. This means that you may not always work in the position you were hired for; teamwork and getting product out to patients is a key goal, so assisting where needed is crucial to your success as well as the company’s success.

Employees are required to speak and hear regularly, stand at a workstation for extended periods, walk, use hands to handle objects, reach with hands and arms, and use an iPad, laptop or desktop for extended periods of reading, reviewing and analyzing information. Employees must also be able to lift and/or move moderate amounts of weight, typically less than 25 pounds. Regular and predictable attendance is essential.

This position regularly requires long hours and frequent weekend work.

One+ years sales experience.

Dispensary-related experience.

• Per state law, must be at least 21 years of age.
• Must successfully complete a comprehensive background check.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Fluent is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, ancestry, age, marital status, sexual orientation, gender identity, disability or any other classification protected by law.

Fluent provides comprehensive benefits offerings to all full‑time employees. Our benefits include medical, dental and vision insurance, a paid time‑off program and a non‑matching 401(k) plan.

Fluent participates in E‑Verify to ensure a legal workforce. All applicants must be legally authorized to work in the United States and will be required to submit proof of such eligibility.

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