Dispensary Customer Service Lead

Holistic Health Group; Middleborough (MA); On-site; USD 42,000 - 62,000; Full time

Job summary

Holistic Health Group is launching a Customer Service Lead role at our Middleborough, MA dispensary. The candidate will guide store customer interactions, assist the management team, and ensure a high quality customer experience across cannabis products including flower, concentrates, edibles and topicals.

The ideal candidate has 1–3 years in cannabis retail or related customer service, strong communication and problem solving skills, and a passion for a welcoming, compliant store environment.

Qualifications

• Experience in customer service, preferably in retail or hospitality.
• Must be 21 years of age minimum.
• Cannabis retail experience preferred.

Responsibilities

• Assist with opening and closing store procedures.
• Provide coaching and assistance to Customer Service Associates.
• Manage customer calls and questions.
• Generate sales including up-selling.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customers through open communication.
• Provide accurate information using proper methods & tools.
• Handle complaints and provide solutions; follow up to resolve.
• Follow communication procedures, guidelines and policies.
• Engage with customers and understand individual needs.
• Demonstrate excellent time management.
• Assist with Inventory Tasks.

Skills

Customer service

Active listening

Communication

Multitasking

Phone & email

Education

High school diploma/GED

Job description

The Employer

Holistic Health Group (HHG) is a vertically integrated medical and adult use Cannabis company built to produce high quality cannabis with an efficient and skilled workforce. The company is about to commence operations at its headquarters in Middleborough, MA, with future operations planned in other towns throughout the State.

HHG is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

HHG aims to provide a healthy, welcoming, and enjoyable workplace for all employees. Ideal employment candidates for HHG are self-starters who take pride in their work and are looking for an opportunity to advance their career in the industry.

Job Summary

Holistic Health Group Customer Service Lead will assist all customers so they may understand, select, and purchase our full offering of cannabis products, including flower, concentrates, edibles and topicals. The Customer Service Lead will not only be extremely knowledgeable regarding the efficacy, effects, aroma, and taste of our store products, but will also be friendly, engaging, and compassionate individual. The Customer Service Lead will interact with customer, trouble-shooting any issues they may have and ensuring their experience at our store is satisfactory. The Customer Service Lead will also assist the Management Team with the activities and operations of the store, while abiding by policies, procedures, Inventory and operational guidelines.

Responsibilities

• Assist management team with opening and closing store procedures


• Provide coaching and assistance to Customer Service Associates


• Manage customer calls and questions


• Generate sales to include up selling


• Identify and assess customers' needs to achieve satisfaction


• Build sustainable relationships and trust with customers through open and interactive communication


• Provide accurate and complete information by using proper methods & tools


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution


• Follow communication procedures, guidelines and policies


• Engage with customers and understand their individual needs


• Excellent time management


• Assist with Inventory Tasks

Skills

• Proven customer support experience or experience as a Customer Service Representative highly desired


• Attention to detail


• Experience with various software platforms and communications (phone, email, text).


• Strong phone contact handling skills and active listening


• Customer orientated and ability to adapt/respond to a variety of customers


• Excellent communication and presentation skills


• Ability to multi-task, prioritize, and manage time effectively

Education

• High school diploma/GED preferred.

Experience

• 1-3 years' experience working in a cannabis retail setting preferred


• Prior customer service experience in a hospitality, pharmacy, customer services or retail environment.


• Must be 21 years of age minimum.

Working conditions

• Work is primarily performed in a dispensary setting.


• Involves frequent contact with staff, vendors and customers. Work may include dealing with law enforcement and occasional State inspectors.


• Is expected to work nights, weekends, and Holidays when scheduled.

Physical requirements

• The person in this position frequently communicates with customers and/or caregivers regarding medical conditions and symptoms. Must be able to exchange accurate information about product offerings.


• 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.

Holistic Health Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, genetic information, disability status, protected veteran status, or any other characteristic protected by law.