Job Overview:
The Agent in Charge (AIC) is a key support role within the dispensary, responsible for assisting the General Manager in day-to-day operations while ensuring a smooth customer experience. The AIC will provide hands-on support to dispensary staff, particularly Budtenders, helping them navigate product questions and ensuring operational efficiency throughout each shift. This role also involves managing inventory, assisting with compliance checks, and opening and closing the store as needed. The ideal candidate will demonstrate strong leadership, have a keen eye for detail, and exhibit a customer-first attitude to help create a welcoming, compliant, and professional dispensary environment.
Primary Responsibilities:
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Customer Service and Support:
- Greet customers with a positive attitude and ensure all interactions uphold a high standard of customer service.
- Assist customers in navigating through their cannabis education journey, providing insights on product types, application methods, and efficacy (no medical advice provided).
- Act as a resource for Budtenders by answering product-related or POS-related questions, helping to improve overall customer experience.
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Inventory and Compliance Management:
- Support the Inventory Manager by assisting with regular cycle counts, reporting discrepancies immediately, and ensuring accurate inventory levels.
- Retrieve cannabis products from the vault and provide them to Budtenders for sale.
- Verify product tags and labels comply with state and local regulations, ensuring all necessary paperwork is included.
- Reconcile inventory within the State tracking system and POS system to maintain accuracy in real-time reporting.
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Operational Efficiency:
- Open and close the store as directed by the General Manager, ensuring all tasks are completed for smooth transitions.
- Review online orders for accuracy before customer pick-up.
- Assist with cash handling, including bank drops and payouts as needed.
- Help maintain a clean, organized, and sanitized store environment, ensuring a welcoming atmosphere for customers.
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Team Support and Development:
- Provide support to dispensary staff by offering guidance, training, and assistance as needed, fostering a team-oriented environment.
- Build lasting relationships with regular customers to encourage repeat visits and enhance customer satisfaction.
- Support ongoing cannabis education and training initiatives for both staff and customers.
Candidate Profile:
- Experience:
- Minimum of 2 years in a retail or hospitality (customer-facing) environment, with demonstrated success in providing excellent customer service.
Must Haves:
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Customer Service Skills:
- Strong interpersonal skills and a commitment to providing exceptional customer service in a high-volume environment.
- Ability to build positive relationships with customers, addressing their needs with a friendly, helpful attitude.
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Regulatory and Compliance Knowledge:
- Willingness to learn and apply detailed compliance regulations as required by local and state laws.
- Ability to understand and ensure adherence to regulatory standards, particularly in inventory tracking and product handling.
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Operational Abilities:
- Skilled in operating dispensary equipment, such as POS systems, inventory management software, and office tools (Microsoft Word, Excel, etc.).
- Strong organizational skills, with attention to detail in handling product compliance, cash transactions, and online orders.
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Availability:
- Flexibility to accommodate varying schedules, including weekends, holidays, and evening shifts as needed.
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Physical Requirements:
- Capability to lift up to 30 pounds, stand, and walk for extended periods, and move or position oneself to retrieve inventory as needed.
Nice to Haves:
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Cannabis Industry Experience:
- Familiarity with cannabis products, including cannabinoids, terpenes, and product application methods.
- Experience working in a cannabis retail environment, with an understanding of the specific compliance and regulatory environment in Illinois.
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Sales and Customer Retention Focus:
- Ability to contribute to customer acquisition and retention strategies, enhancing the store’s appeal and repeat business.
- A proactive approach to learning new products and industry trends to better serve customers and support team members.
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Team Support Skills:
- Proven experience assisting in training and onboarding new team members to maintain consistent service standards.
- Ability to foster a supportive and collaborative team environment, setting a positive example for other staff members.
Physical and Mental Demands:
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Physical Requirements:
- Ability to stand, walk, and occasionally lift items up to 30 pounds unassisted.
- Requires specific vision abilities, including close observation and focus adjustment.
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Mental Requirements:
- Strong interpersonal skills for effective communication with customers and team members.
- Capacity to remain organized and focused in a fast-paced retail setting, adapting to various customer needs and operational demands.
Education:
- Required: High school diploma or GED.
- Preferred: Additional certifications or training in retail, customer service, or cannabis education.
Location and Work Arrangement:
- Location: Glendale Heights, IL
- Work Arrangement: On-site, with responsibilities centered around customer engagement, inventory management, and store operations.
Working Environment:
- Location: Work is performed in a retail environment with moderate noise levels and frequent customer interactions.
- Team and Customer-Facing: Requires high levels of engagement with both customers and team members to maintain a friendly, educational atmosphere.
Equal Employment Opportunity Statement:
We are an Equal Opportunity Employer, and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Physical and Mental Demands:
While performing the duties of this job, the employee is frequently required to remain in a stationary position, move and/or position oneself, communicate, operate and/or prepare, place, position objects, tools, or controls. The employee must occasionally move packages weighing up to 30 lb. Specific hearing abilities required by this job include hearing in the normal audio range with or without correction. Specific vision abilities required by this job include close observation and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual, with or without reasonable accommodation, to successfully perform the essential functions of this position.
