Dina Andriopoulos

Dispensary Agents may be assigned to various shifts including Front Desk, Order Picking, and Sales Floor. Responsibilities in these roles include:

• Management of lobby area, customer queue, ID verification, and intake of customers into the Sales Floor
• Picking and fulfilling orders for customers, including compliance with State-required inventory tracking procedures
• Answering customer questions about products and providing expert product advice as necessary to customers and patients at varying levels of familiarity with cannabis
• Processing customers transactions and operation of the Point of Sale system

• Possess a positive attitude while greeting customers and patients.
• Assist in regular inventory cycle counts to ensure accurate levels and immediately report any discrepancies to retail leadership.
• Obtain cannabis product from the vault and provide it to Cannabis Advisor for sale.
• Be an advocate of cannabis customer care.
• Open and close store as directed by the AGM or GM.
• Help customers and patients navigate through cannabis and educate them on how it can be used as a wellness product.
• Verify all product received is properly tagged in accordance with state & local regulations and is accompanied by all necessary paperwork.
• Support Inventory Manager with reconciliation of physical inventory within State tracking system and POS systems to ensure all information is accurately porting to the state and no malfunctions of the POS and scales are occurring.
• Confirm online orders are completed and accurate prior to pick-up
• Assist Cannabis Advisors with any product or POS System questions.
• Build rapport with regular patients/customers to promote repeat business.
• Work well with others in a fast-paced, dynamic retail environment.
• Accurately handle cash transactions, including bank drops and daily payouts as directed by GM or AGM.
• Provide patients and customers alike with information on types, methods, and efficacy of various cannabis products (we do not provide medical advice).
• Be open to continued, on-going cannabis education and training.
• Provide support to managers and other Cannabis Advisors as needed.
• Maintain a clean, organize, and sanitize workstation/store front.
• Ensure accuracy of online orders before pick-up.
• Understand and apply detailed compliance regulations as required by local and state laws.
• Complete transactions at the POS and ensure the state monitored inventory system accurately updates the amount of product available.
• Other duties as assigned.

• Answering Inquiries: Addressing customer questions and concerns related to Unitel Voice services, products, or billing.
• Troubleshooting: Identifying and resolving technical issues or problems with the phone system or related services.
• Escalation: Knowing when to escalate complex issues to higher-level support or relevant departments.
• Order Management: Assisting customers with placing orders, making changes to existing orders, or processing cancellations.
• Refunds & Exchanges: Handling requests for refunds or exchanges, ensuring compliance with company policies.
• Account Management: Assisting with account setup, maintenance, and troubleshooting.

Communication & Customer Service:

• Warm & Professional Communication: Maintaining a positive and professional demeanor when interacting with customers.
• Active Listening: Paying close attention to customer needs and concerns to provide effective solutions.
• Clear & Concise Communication: Explaining technical information in a way that customers can easily understand.
• Record Keeping: Maintaining accurate records of customer interactions and resolutions.
• Feedback Collection: Gathering customer feedback to identify areas for improvement in products or services.

Technical Skills:

• Proficiency with Phone Systems: Understanding the features and functionality of the Unitel Voice phone system.
• Computer Skills: Utilizing computer systems and software to access customer information and manage interactions.
• Problem-Solving Skills: Identifying and resolving technical issues or problems with the phone system or related services.

Other Potential Responsibilities:

• Training: Participating in ongoing training to stay up-to-date on new products, services, and procedures.
• Teamwork: Collaborating with other customer service representatives and internal teams to provide excellent customer service.
• Meeting Performance Goals: Meeting or exceeding customer service performance goals, such as call resolution time and customer satisfaction scores.