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Retail Associate

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Retail Associate (RA) Job Description


Company Information

Substance is a community agency that provides safe access to cannabis in a judgment-free environment. We strive to interact compassionately with everyone. We want our staff and guests to be recognized as important and to leave our facility inspired to be positive ambassadors for cannabis.


Substance Values

  • Create a safe, welcoming, and judgment-free environment.

  • Be a courageous agent of change and make a meaningful impact.

  • Connect with dignity and respect for all.

  • Show up and be our best selves, accountable for results.

  • Performance through action and a shared sense of community.

Job Summary

Retail Associates (RAs) are the foundation of the customer experience at Substance. They provide legendary service, maintain store operations, and uphold compliance and safety standards while embodying our company values. This hourly role includes participation in the store’s tip pool and requires teamwork, reliability, and a willingness to grow in a fast-paced retail cannabis environment. RAs report directly to the store manager and are guided by the shift leadership team.

Key Responsibilities

1. Customer Relationship

  • Deliver exceptional service that reflects Substance’s values, treating each guest with warmth and respect.

  • Greet every customer, check ID accurately, and uphold all compliance standards.

  • Maintain a calm, professional demeanor during peak hours and unexpected situations.

  • Anticipate guest needs and offer product education and assistance with a customer-first mindset.

  • Elevate guest experience through attentiveness, product knowledge, and compassionate interactions.

2. Learning & Collaboration

  • Engage with team members and leaders in a positive and respectful manner.

  • Contribute to a healthy team culture that prioritizes communication and accountability.

  • Learn and apply feedback to continually improve service, compliance, and product knowledge.

  • Support onboarding and mentorship of new team members when requested.

  • Demonstrate adaptability and openness to change as the business evolves.

3. Processes & Technology

  • Operate front-of-house technology including the POS system, receipt printers, electronic shelf labels (ESLs), and ATMs.

  • Accurately log, scan, and sell cannabis products in compliance with OLCC regulations.

  • Maintain store cleanliness, organization, and visual merchandising standards.

  • Uphold all safety, cash handling, and operational policies consistently.

  • Use standard operating procedures (SOPs) and checklists to complete daily tasks.

4. Financial Stewardship

  • Handle cash and transactions accurately, following proper procedures for sales and returns.

  • Maintain personal accountability for till accuracy and contribute to tip pool transparency.

  • Monitor stock levels and alert the inventory team to low or mis-shelved items.

  • Support team efforts to reduce waste, manage shrinkage, and preserve product integrity.

  • Stay focused and efficient to maintain labor productivity goals during each shift.

5. Innovation & Adaptability

  • Offer feedback and ideas to improve processes, sales, and team dynamics.

  • Stay up to date on new products, system updates, and compliance changes.

  • Participate in trainings, team meetings, and pilot programs that promote growth and innovation.

  • Collaborate cross-functionally with inventory, leadership, and support teams to ensure smooth store operations.

Core Competencies

  • Delivers Legendary Service: Treats customers and team members with compassion and care.

  • Acts with Integrity: Consistently upholds Substance values and follows through on commitments.

  • Stays Adaptable: Maintains flexibility and calm under pressure.

  • Works Collaboratively: Builds relationships and communicates effectively across roles.

  • Learns Continuously: Seeks knowledge and applies it to improve performance and outcomes.

Required Knowledge, Skills, and Abilities

  • Strong interpersonal and customer service skills

  • Reliable, detail-oriented, and organized

  • Willingness to learn and adapt in a fast-paced environment

  • Ability to take direction and work independently or with a team

  • Strong judgment and ability to follow procedures exactly

  • Basic proficiency with digital tools, including POS systems and tracking logs

Special Demands:

  • Ability to lift heavy objects. Transport, carry and handle inventory materials delicately.

  • Prolonged periods of standing, sitting, and navigating stairs. Capable of movement throughout any location.

  • Performance of repetitive tasks.

  • Travel between locations for shifts, shift coverage, business support and training.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.


Substance aims to be an equal opportunity employer and is committed to promoting equal opportunities regardless of religious belief, age, color, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, family status or any disability you may have (subject to the exceptions contained in the Human rights Act 1993). This commitment applies to all areas of the work environment, all employment activities, resource allocation and all employment terms and conditions. Selection criteria and procedures aim to ensure that employees are selected, promoted, and treated on the basis of their relevant merits and abilities.