De-escalation Specialist

Job Description: De-escalation Specialist

Location Address: 9010 E State Rte 350, Raytown, MO 64133

Position Summary
The De-escalation Specialist plays a vital role in maintaining a safe, professional, and welcoming environment within our cannabis dispensary. This position combines customer service with conflict resolution and security awareness, ensuring that all employees and customers feel supported and secure. The role requires strong communication skills, emotional intelligence, and the ability to respond calmly and effectively in challenging situations.

Key Responsibilities:

Customer Service & Support

• Greet and assist all customers with professionalism, warmth, and empathy.
• Address customer concerns with patience, active listening, and problem-solving skills.
• Provide clear explanations of company policies and procedures when needed.

Conflict Prevention & Resolution

• Monitor customer and employee interactions to identify early signs of tension.
• Use de-escalation techniques to manage and resolve conflicts in a calm, respectful manner.
• Intervene in disruptive situations to maintain a safe and orderly environment.
• Work closely with management and HR to document and report incidents.
• Maintain a visible presence on the sales floor and surrounding areas.
• Ensure security protocols are followed, including checking IDs and monitoring access points.
• Respond to emergencies, disturbances, or medical situations promptly and appropriately.
• Assist with security-related tasks such as incident reporting, monitoring cameras, and collaborating with external responders when needed.

Administrative Support

• Answer phones, direct inquiries, and support front desk operations.
• Maintain daily logs of incidents, visitor records, and other administrative tasks as required.
• Ensure all common areas remain organized, clean, and welcoming.

Qualifications:

• Prior experience in customer service, security, law enforcement, or conflict resolution preferred.
• Strong interpersonal and communication skills with the ability to remain calm under pressure.
• Training or familiarity with de-escalation techniques is highly desirable.
• Must be at least 21 years old with the ability to obtain and maintain a valid Dispensary Agent Card.
• Ability to stand, walk, or sit for extended periods; lift up to 50 lbs as needed.
• Strong observation skills, attention to detail, and ability to handle sensitive situations discreetly.

Work Environment & Expectations:

• Active presence on the sales floor and public areas.
• Shifts may include evenings, weekends, holidays, and overtime when necessary.
• Regular and predictable attendance is essential.