Description

Taking care of our people and doing what’s right for the business are complimentary imperatives at TILT Holdings Inc. (“TILT”). We are passionate about sustaining a business environment that is welcoming, respectful, equitable and inclusive for a diverse range of people.

Our Operations Division, also referred to as Commonwealth Alternative Care is a market leader in the cultivation, processing, production, distribution and sale of a wide variety of cannabis products. We currently operate three dispensaries in Taunton, Brockton, and Cambridge, MA. In addition, through distribution arrangements we have placed our products and those of hundreds of strategic partners into 50% of the dispensaries in MA.

The Patient Services Agent (PSA) has a very important role as the most prominent patient facing position in the entire company. The PSA directly impacts the experience of our customers, providing them with education and top-notch customer service. More than cashiers, they must be able to educate and build relationships with our customers and take all necessary steps to enhance the experience of every patient. A successful PSA must be friendly, professional, responsible, and well-spoken individual. The role requires an enthusiastic people-person that is eager to learn and passionate about cannabis. Successful PSAs must be able to multi-task in a fast-paced, high-volume, constantly changing environment while ensuring that all transactions and store relations remain compliant with all local and state regulations. The position requires constant patient interaction, problem solving, and efficient communication in a highly regulated environment.

Responsibilities:

Resolve patient conflict with a calm and professional demeanor
Communicate with Management and/or Coworkers when product is running low so that it can be restocked accordingly
Work with others to create a positive environment for our patients and customers
Work individually and with a team supporting others to reach sales goals
Maintain cleanliness of parking lot, check in, and lobby area
Manage patient flow from the check in area to the sales floor
Greet and bid farewell to all customers that enter and exit the dispensary
Answer dispensary phones and provide accurate information to patients
Perform opening duties and end of the day side work
Educate customers about products and services. Help them navigate multiple options based on their individual needs and desires
Accurately process sales through our point of sale system, the state tracking system and any other system in use
Continue education of marijuana strains, products, and the industry during downtime
Provide knowledgeable, speedy, friendly service to all customers and patients
Assist in on-boarding and training of new employees
Communicate efficiently with management and coworkers
Check medical paperwork and proper identification thoroughly and accurately
Stay up to date on and maintain compliance with all local, state, and federal regulations
File and organize patient information and patient documents
Maintain 100% compliancy with all local, state, and federal regulations in a highly regulated, constantly changing environment
Handle large amounts of cash without error
Help new customers fill out and sign medical agreements provided by the state and company ensuring all information is entered correctly and completely

Key Competencies:

Functional Acumen – Consistently shows comprehensive knowledge, skills, and abilities in the functional area(s) for which they are responsible, and understands the fit with overall business goals
Emotional Intelligence - Consistently executes the four (4) principles of EQ (i.e., self-awareness, social awareness, self-management, relationship management)
Intellectual Agility- Consistently evaluates challenges and opportunities from a variety of angles, taking in multiple inputs, and arrives at reasonable business decisions
Collaborate - Consistently maintains effective teaming relationships with internal parties, and as applicable, external parties
Dependable - Can be consistently trusted to execute their job responsibilities on-time and within scope, and meets or exceeds targeted business results
Upholds Company Values - Consistently role-models and supports execution of the Company core values

Job Requirements:

Previous retail experience and/or customer service experience required
Demonstrable experience using software for Office and POS
Associate degree or bachelor's degree preferred
Ability to multi-task (agile)
Work well under pressure
Positive attitude and a strong work ethic
Detail oriented
Ability to work individually and collaboratively
Strong desire to learn and accept challenges
Adaptable to an ever-changing industry
Dependable, honest, and trustworthy
Previous experience in a high-volume, fast paced environment preferred
Every job applicant must pass a comprehensive background check, including the mandates of the Massachusetts Cannabis Control Commission. A job offer issued before the completion of a background check shall be contingent upon a positive result. A negative background check result may lead to the withdrawal of the job offer.
All candidates must be ready, willing, and able to work a fully flexible work schedule to include days, nights and weekends to meet fluctuating business demands based on the needs of the individual department.

Working Conditions/Physical Demands:

Ability to stand or sit for extended periods of time and lift up to 25 pounds

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required and includes all other duties as assigned by management.

TILT is an Equal Opportunity Employer Committed to DEI. All qualified job applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to fostering diversity and leveraging the value of diversity with equity and inclusion.