Guest Experience Specialist

Lazy River Products; Tewksbury (MA); On-site; USD 38,000 - 46,000; Full time

Job summary

Lazy River Products is seeking a Guest Relations Representative to deliver outstanding customer service in a fast-paced cannabis retail setting in Massachusetts. You will greet customers, verify IDs, and provide product information while ensuring compliance and safety.

The role emphasizes professionalism, communication, and community engagement. The GRR works under Retail Leadership, supporting a welcoming front-of-house, maintaining knowledge of products and state laws, and helping to optimize

Qualifications

• High School Diploma, GED or equivalent required.
• College degree preferred.
• At least 2 years of proven customer service experience.
• Knowledge of Windows OS, Outlook, Word and Excel.
• Experience with Dutchie or Seed-to-Sale POS is a plus.
• Adult-Use Massachusetts Retail cannabis industry experience preferred.
• Multilingual abilities to assist a diverse customer base is a plus.

Responsibilities

• Verify government-issued photo IDs using a scanning device to ensure 21+ entry.
• Answer incoming phone calls and check voicemails; monitor customer service email.
• Greet customers and provide information about products, services, and events.
• Direct visitors and manage sign-in logs; issue badges and escort as needed.
• Maintain GR area cleanliness and monitor cameras to assist traffic flow.
• Communicate with staff to minimize wait times and maximize customer satisfaction.
• Maintain knowledge of all LRP products and Massachusetts cannabis laws.
• Report customer requests and complaints to Retail Leadership promptly.

Skills

Superior customer service

Multitasking

Communication skills

Time management

Attention to detail

Active listening

Problem solving

Service orientation

Teamwork

Adaptability

Education

High School Diploma

GED

College degree preferred

Tools

Windows OS

Outlook

Word

Excel

Dutchie POS

Job description

Lazy River Products is seeking a Guest Relations Representative to deliver outstanding customer service in a fast-paced cannabis retail setting in Massachusetts. You will greet customers, verify IDs, and provide product information while ensuring compliance and safety.

The role emphasizes professionalism, communication, and community engagement. The GRR works under Retail Leadership, supporting a welcoming front-of-house, maintaining knowledge of products and state laws, and helping to optimize