Guest Relations Representative

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

We're looking for a welcoming, professional, and customer-focused individual who enjoys creating positive first impressions and thrives in a fast-paced retail environment. The ideal candidate is attentive, dependable, and able to balance exceptional guest service with strict compliance, ensuring every customer is greeted, verified, and assisted with care. You communicate confidently, stay calm under pressure, and can multitask while maintaining a safe, organized, and efficient front-of-house experience. If you're passionate about helping people, building relationships, and representing Lazy River Products with professionalism and enthusiasm, we'd love to meet you.

Our Motto

Give Back, Grow, Succeed

Our Mission

At Lazy River Products, it is our mission to be recognized as the Commonwealth's premier fully integrated cannabis-based Product Development Company. Our goal is to consistently deliver trusted small batch, craft quality products and exceptional service to our customers and the local communities for which we serve. At our core we provide professional, compliant and socially responsible standards that raise the bar and will be the new definition for excellence in the Cannabis industry here in Massachusetts. We will always diligently work within each of the local communities we touch to help facilitate strategies to further enhance economic opportunity, build strong neighborhoods and provide a solid framework for quality growth and development

You’ll love working here because:

Not only would the ideal candidate get the opportunity to work in this intriguing new industry, but this is also an opportunity to become a part of something much larger - breaking the stigma of cannabis. You would also become a member of a community that is highly passionate, motivated, and hard-working, and who are proud to be part of breaking the negative stigma cannabis has on society. LRP is very involved with the community, presenting many opportunities for community outreach and volunteer program opportunities.

Guest Relations Representative

What We’re Looking For

We're looking for a welcoming, professional, and customer-focused individual who enjoys creating positive first impressions and thrives in a fast-paced retail environment. The ideal candidate is attentive, dependable, and able to balance exceptional guest service with strict compliance, ensuring every customer is greeted, verified, and assisted with care. You communicate confidently, stay calm under pressure, and can multitask while maintaining a safe, organized, and efficient front-of-house experience. If you're passionate about helping people, building relationships, and representing Lazy River Products with professionalism and enthusiasm, we'd love to meet you.

Job Summary

The Guest Relations Representative "GRR" is responsible for greeting, verifying ID's, and allowing entry of customers into the retail dispensary sales floor while maintaining compliance at all times. The GRR will provide direction and information to customers and visitors of the company's products, specials, services, and events. Guest Relation Reps work with direct supervision of Retail Leadership and reports directly to the General Manager.

Core Tasks and Responsibilities

• Verifying government-issued photo ID's by using a scanning device to scan valid government issued photo IDs. to ensure 21+ entry.
• Answer incoming phone calls, check voicemails, may monitor company's customer service email account.
• Being the face of the company, provide information to customers as they enter about the company's products, specials, services, and events.
• Alerts retail leadership of incoming deliveries using the appropriate Walkie Talkie code.
• Maintain awareness of parking lot and main entrance activity and report any suspicious activity to the manager on duty on the same day the activity is witnessed.
• Communicate with LRP personnel via Walkie Talkie to maintain customer traffic flow, minimize wait times, and maximize sales and customer satisfaction.
• Direct visitors or vendors to the appropriate entrance (visitors or vendors must sign in the appropriate logbook, wear a visible guest badge, and be always accompanied by LRP personnel).
• Direct solicitors or unplanned communicators or visitors to contact the company's general customer service email, or if job seeking, provide Careers business cards and/or direct to the LRP Careers page found on our website.
• Maintain the confidentiality of all LRP employees at all times.
• Maintain organization and cleanliness of GR, including the GR bathroom.
• Monitor surveillance cameras to assist with the maintenance of customer traffic flow.
• Receives incoming package deliveries that are delivered to the front door and communicates the appropriate Walkie Talkie code to Retail Leadership.
• Report customer requests to Retail Leadership when applicable, and contact customers to communicate previous requests, if applicable.
• Report customer complaints to Retail-Leadership promptly.
• Maintain awareness of customer input and suggest changes to Retail-Leadership to improve services or products.
• Contributes to the development of new concepts, policies, and procedures as necessary to perform job duties and tasks.
• Maintain knowledge of all LRP products and services.
• Maintain an in-depth industry wide knowledge of products and strains in Massachusetts.
• Maintain a continuous state of alertness to ensure the highest safety standards for customers, fellow employees, products, and the facility.
• Maintain accurate and up-to-date knowledge on state and local laws pertaining to adult-use marijuana and dispensing adult-use marijuana.
• Follow established LRP policies and procedures at all times.
• Additional duties as assigned.

Education and Experience

• High School Diploma, GED or equivalent required.
• College degree preferred.
• At least 2 years of proven customer service experience or related experience is required.
• Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel required.
• Experience with Dutchie or other Seed-to-Sale POS experience is a plus.
• Adult-Use Massachusetts Retail cannabis industry experience preferred.
• Multilingual abilities to assist a diverse customer base is a plus.

Physical Requirement/Work Environment

• Retail store work environment.
• Must be able to work without leaving workstation excessively outside of regular break.
• Must have the ability to perform work related activities for shift duration including repetitivemotions and use of hands.
• This job function may include sitting 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 15 pounds.

Knowledge

• Administrative - Knowledge of administrative tasks.
• Computer Software - Knowledge of Windows OS, basic computer navigation, and Office 365 applications such as Outlook, Word and Excel.
• Knowledge and understanding of state and local cannabis laws and how they apply to the operations of Lazy River Products.

Skills

• Superior customer service skills, including telephone etiquette.
• 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 organizations to make improvements or take corrective action.

Abilities

• Ability to learn new computer software.
• Ability to educate consumers and connect with customers.
• Fluent in the English language, both verbal and written.
• Ability to adapt with software updates and procedures.

Additional Requirements

• Must be 21 years of age or older and comply with all legal or company regulation requirements for working in the industry.
• Ability to work on holidays outside of Christmas Day and Thanksgiving Day.
• Reliable transportation.

Equal Employment Opportunity & Applicant Notice/Disclaimers

Lazy River Products, LLC is an Equal Opportunity Employer committed to fostering an inclusive, equitable, and respectful workplace. Employment decisions are made without regard to race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related conditions (including breastfeeding), age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by applicable federal, state, or local law.

By Massachusetts law, all employees of Lazy River Products must be at least 21 years of age. Applicants will be asked to provide their date of birth solely to verify eligibility for employment.

Applicants who require a reasonable accommodation to complete the application process or participate in the hiring process under the Americans with Disabilities Act (ADA) or applicable state or local law should contact [e-mail]. Reasonable accommodations will be provided when they do not impose an undue hardship on the Company.

The information collected through the application process is used solely to determine qualifications for employment, verify identity, conduct lawful pre-employment screenings, and maintain applicant records as required by law.

Background Check

Lazy River Products, LLC requires a background check on all prospective employees as a condition of employment. Candidates should be aware of this requirement but should also know that such background check is not initiated until: A candidate has been extended an offer letter, and The candidate has signed the Background Check Authorization Form and related releases. The background check includes a Criminal Offender Record Information (CORI) check. Candidates with advanced degrees and professional licenses may have these credentials verified.