Customer Intake Associate

Ayr Wellness; Reno (NV); On-site; USD 22,041 - 30,307; Full time

Job summary

Ayr Wellness is seeking an Intake team member to greet patients and customers at the front desk of our Reno dispensary. You will handle check-ins, identify validation, and assist over the phone with a positive, welcoming attitude.

You will learn our cannabis product range and ensure a clean, organized lobby environment. Ideal candidates have 1–3 years of retail experience, a high school diploma/GED, and the ability to work varied shifts, including weekends and holidays.

Qualifications

• Must stay current and adhere to all policies and regulations of the state cannabis agency.
• Must meet age requirement as outlined by state cannabis agency.
• Able to pass all background checks as required by state cannabis agency.
• Able to accommodate scheduling that may include varied shifts, weekends and holidays.
• Maintain regular and punctual attendance.
• Must be able to communicate effectively with customers/caregivers and team members.
• Prior customer service experience in a hospitality, pharmacy, customer services or retail environment.
• Works in a timely manner and strives to increase productivity.
• Demonstrated oral and written communication capabilities.

Responsibilities

• Greet and assist patients and customers in person and over the phone with a welcoming attitude.
• Process-in patients and customers by validating identification and entering information into the POS system.
• Handle front desk tasks like answering phones, emails, checking-in patients, and updating patient files.
• Explain services to new patients/customers.
• Learn about cannabis products offered and communicate knowledge to customers.
• Manage visitor access with Store/Assistant Manager.
• Coordinate with departments on security needs.
• Maintain cleanliness and a guest-ready appearance of the store and restrooms.

Skills

Customer Obsessed

Relationship Building

Results Oriented

Functional/Technical Skill

Education

High school diploma/GED

Job description

Job Summary

The Intake position is the initial first point of contact for our Dispensaries. So, you set the tone! It is imperative that all patients and customers are greeted, both in-person and over-the-phone, with a positive and warm welcome. Must have strong customer service skills, a great outgoing attitude, along with a stellar work ethic. The Intake team member is also responsible for cleanliness of the front desk and lobby area.

Duties and Responsibilities

• Provides the highest level of customer service while interacting with patients and customers on-site and over the phone by having an optimistic attitude and welcoming personality.
• Process-in patients and customers by validating identification and entering information into our POS system.
• Operate front desk responsibilities such as answering phones, emails, checking-in patients, and updating patient files.
• Provide all new patients/customers with a brief explanation of services.
• Become well educated with all cannabis products offered and/or be willing to learn
• Manage all visitor access of vendors, contractors, etc., partnered with Store Manager or Assistant Manager
• Act as the liaison to all departments on security needs
• Motivated to learn and execute new tasks during downtime
• Take pride in the appearance of the store by ensuring all areas, including restrooms, are consistently clean, safe, and guest‑ready

Qualifications

• Must stay current and adhere to all policies and regulations of the state cannabis agency.
• Must meet age requirement as outlined by state cannabis agency.
• Able to pass all background checks as required by state cannabis agency.
• Able to accommodate scheduling that may include varied shifts, weekends and holidays.
• Maintain regular and punctual attendance.
• Must be able to communicate effectively with customers/caregivers and team members.
• Prior customer service experience in a hospitality, pharmacy, customer services or retail environment.
• Works in a timely manner and strives to increase productivity
• Demonstrated oral and written communication capabilities

Education

High school diploma/GED required

Experience

1‑3 year(s) working in a retail setting or inventory setting

Competencies (Knowledge, Skills, and Attitude)

Customer Obsessed: Dedicated to creating a remarkable experience for both internal and external customers; builds rapport and maintains meaningful and effective relationships creating trustful, authentic connections; viewed as a good listener and is easy to approach and talk to and is often in the know early in any given situation.

Relationship Building: Viewed as a truthful individual who shares authentic and constructive feedback in a respectful manner in the spirit of being a force for good; builds mutual respect and trust by listening, learning, and acting with compassion to encourage others in discovering their genius; takes responsibility for mistakes and offers impactful solutions; recognizes personal strengths and weaknesses; seeks and openly welcomes feedback for continuous improvement and personal growth.

Results Oriented: Empowered with the knowledge of their potential this person learns quickly when facing new problems; a relentless and versatile learner, open to change, analyzes successes and failures for continuous improvement, experiments and will try anything to find solutions that support an ecosystem of knowledge; enjoys challenge of unfamiliar tasks, quickly grasps the essence and underlying structure of anything.

Functional/Technical Skill: Possesses functional and technical knowledge and skills to perform at a high level of accomplishment; understands how their job function supports being a force for good

Direct reports

No direct reports

Working conditions

• Work is primarily performed in a dispensary setting. The working area may be odorous at times and loud due to fans and filtration systems, fluctuating between cold and warm temperatures
• Involves frequent contact with staff, vendors and customers. Work may include dealing with law enforcement and occasional State inspectors

Physical requirements

• Able to perform general administrative activities
• Frequently operates computer/POS system and other standard office equipment such as printers, phones and photocopy machines.
• The person in this position must be able to remain in a stationary position when checking in customers or when operating the register.
• Constantly moves and transports dispensary products/totes up to 30 lbs. throughout the dispensary.
• Ability to twist, turn, bend, stand and walk as required to perform the duties associated with functioning as a dispensary agent

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

AYR Wellness is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other protected status in accordance with applicable federal, state, and local laws.