Lead Customer Service Representative (Cannabis Store)

#100, 3 Mcleod Ave., Spruce Grove, Alberta T7X 4B8

Essential Duties

The position includes, but is not limited to, the following essential job duties, responsibilities and requirements:

Customer Satisfaction: Provides prompt excellent customer service in a courteous, friendly and attentive manner.

• Greets customers as they enter the area and thanks customers as they leave.
• Rings up all sales on cash register properly and accurately, handling money, checks, and other types of payment received for product sold.
• Performs multi-function operation of fuel console, lottery machines, money order machine, telecom transactions, etc.
• Reports to work on time and follows the dress and appearance code.
• Gives assistance and offers suggestions or recommendations to the customer.

Facility Condition: Maintains the store facility’s condition and equipment to Company and/or brand standards by cleaning and performing a variety of general housekeeping duties:

• Inspects store facilities and equipment for safety, cleanliness, and proper working order.
• Performs multi-function and cleaning duties necessary to maintain store cleanliness inside and out; basic upkeep and cleaning of all equipment in stores.
• Contacts maintenance for repair when needed.

Merchandising: Completes build-to’s for ordering/purchasing merchandise. Receives and verifies vendor deliveries.

• Maintains adequate stock throughout the store and supplies in counter areas; rotates stock properly.
• Places advertising and pricing signage inside or outside the facility including marquees, ceilings, walls and windows.

Sales Controls: Controls merchandise, cash shortages, and other selling expenses. Assists in maintaining proper inventory levels and shift audits.

Financial Controls: Monitors shift sales, cash handling procedures and other shift functions including daily close-out functions.

• Notifies the Store Manager of any sales, cash, inventory or operating discrepancy.
• May receive and sign vendor deliveries and verify quality and quantity of product.
• Follows Company and/or brand guidelines for product breakage or spoilage.

Staffing Controls: Supervises the activities of customer service representatives in the absence of the Store Assistant Manager.

• Assists with counseling of employees and provides feedback to help employees improve performance.
• Helps coach and train new employees to carry out their duties in accordance with Company and/or brand operating, conduct and performance standards.
• Monitors customer traffic and makes appropriate adjustments to decrease waiting time; may reschedule or re-assign duties of employees based on operational or discipline needs.
• Knows the gasoline pricing strategy for the store and changes gasoline prices correctly.
• May provide direction for managing the fast food service area of the store.

Security Controls: Reports all incidents including but not limited to employee or customer injuries, theft, property damage or improper sanitation or waste disposal to the Store Manager.

• Reports any situation in which unsafe, unlawful or unethical conduct is or might be occurring.

Administrative: Performs duties associated with shift change such as counting the cash drawer, recording employee purchases and completing end of shift/shift change reports.

• Attends job-related meetings (may be required to work irregular hours).
• May take inventory of supplies and equipment.
• Provides regular and predictable onsite attendance.
• Complete daily store reports and other duties as assigned by the Store Manager.
• Keeps and ensures all employees keep accurate time keeping records.

Job Requirements

• Ability to perform the four (4) basic arithmetic operations (add, subtract, multiply and divide) preferred.
• High school diploma or GED preferred.
• Ability to work with the equipment, tools and materials listed above.
• Ability to perform essential duties and physical functions described below.
• Ability to work in the conditions described below.
• Ability to communicate information and ideas so others will understand.
• Experience in retail sales preferred.
• Ability to work as scheduled including arriving to work on time.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical activity inventory of the position includes:

• Able to reach overhead for objects
• Ability to grasp, reach and manipulate objects with hands for entire shift. (This handwork requires eye-hand coordination.
• Ability to be exposed to cold or warm temperature extremes performing occasional work in a walk-in cooler and/or freezer and outdoors
• Ability to bend and twist at waist
• Ability to push/pull with arms up to a force of 20 pounds (i.e., utilizing a hand-truck)
• May require climbing a ladder to store and retrieve materials or place and remove signs
• Ability to communicate orally
• Ability to operate a cash register and/or computer keyboard
• Ability to occasionally lift and/or carry up to 50 pounds from ground to waist (i.e., to replenish fountain syrups).
• Ability to stoop, kneel, squat, bend, push, and pull
• Ability to occasionally lift and/or carry up to 30 pounds from ground to overhead (i.e., assisting in stocking/maintaining inventory levels)
• Ability to work alone
• Be exposed to occasional noise
• Ability to stand and/or walk for an entire shift

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working conditions inventory of the position includes:

• Exposure to occasional noise.
• Work with minimum direction and periodic supervision.
• Perform approximately 95% of all work indoors, but will be required to clean parking lots, gas pumps, take out garbage, etc.
• Exposure to extreme cold temperatures while performing occasional work in a walk in cooler and/or freezer.

Acknowledgment

This indicates the general nature and level of work to be performed in this position and it is not intended to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, functions and qualifications required of the position. The incumbent may be asked to perform other duties and will be evaluated, in part, on performance of the tasks listed in this job description. As with all positions, the responsibilities and duties of this position may change. The Company reserves the right to revise this at any time with or without notice. This does not constitute a contract for employment and either the incumbent or the Company may terminate employment at any time, for any reason, with or without notice.

We value diversity in the workplace and encourages applications from the following designated groups: women, aboriginal peoples, persons with disabilities and members of visible minorities. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request in all aspects of the selection process.