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Posted : Monday, July 22, 2024 11:09 PM
*CUSTOMER SUCCESS JOB LISTING*
*Fen is hiring for the best of the best customer success team member.
We are looking for someone action oriented, with a strong work ethic, and customer focused.
This is a full time position, with bonuses based on performance and abilities to hit KPIs.
* *Position Overview* Our customer success team member is the face of our business.
Objectives include strong client conversion, high rebooking rates, and optimal customer service to create brand loyalty.
Good customer service means consistently meeting customers' expectations, and over delivering with any promise.
Your role will involve engaging with clients, understanding their needs and preferences, and ensuring that every visit to our spa exceeds their expectations.
You'll collaborate closely with our team to maintain high standards of service and contribute to the overall success of our spa.
*Responsibilities:* * *Client Relationships* * Serve as the main point of contact for assigned customers, building and maintaining strong relationships with attentive care * Understand customer needs and goals, and provide strategic guidance and support to help them achieve success * Provide exceptional customer service by greeting clients warmly, addressing their inquiries, and assisting them throughout their spa journey.
* Handle client feedback and concerns with professionalism and empathy, seeking resolution in a timely manner.
* Attentiveness for any client walking through the door by greeting clients warmly * *Selling and Upselling * * Proactively identify opportunities to enhance the client experience and provide recommendations for additional services or products.
* Analyze customer data and usage patterns to identify trends and make recommendations for optimization * *Booking and Retaining Clients* * Collaborate with the spa team to coordinate appointments, manage schedules, and ensure smooth operations.
* Utilize Vagaro tools to track client interactions, preferences, and feedback.
* Maintain a satisfactory rebook rate for clients * Recommend products and add ons to services at check out and when booking clients on phone or in person * *Cleanliness and Maintaining the Spa Atmosphere* * Following opening and closing procedures * Basic housekeeping duties and keeping up with spa laundry * Sanitization of treatment rooms, equipment, and common areas * *Client Management * * Send out monthly birthday notes * Maintain new clients on flodesk * Follow up with new clients after (5) days of first appointment * Incentivize clients with our points system, memberships, and packages * *Maintain Client Touch Points * * *Booking Process:* The initial interaction when the client contacts the spa to schedule an appointment.
This includes inquiries about services, availability, and any special requests.
* *Welcome and Greeting*: The first impression when the client arrives at the spa.
A warm and friendly welcome sets the tone for the entire visit and helps the client feel valued and appreciated.
* *Consultation:* The opportunity for the client to discuss their needs, preferences, and any concerns with the spa staff before the treatment begins.
This allows the staff to personalize the experience and address any specific requirements.
* *Treatment Experience*: The actual service or treatment provided to the client.
This includes the ambiance, skill of the therapist, and the effectiveness of the treatment in meeting the client's expectations.
* *Personalized Recommendations:* Suggestions for additional services, products, or wellness practices tailored to the client's needs and goals.
This demonstrates the spa's commitment to the client's well-being and enhances their experience.
* *Follow-up and Feedback:* After the treatment, follow-up communication to ensure the client's satisfaction and gather feedback on their experience.
This allows the spa to address any concerns and strengthen the client relationship.
* *Post-Visit Care:* Providing guidance on post-treatment care, including skincare routines, relaxation techniques, and lifestyle recommendations.
This extends the value of the spa experience beyond the visit and reinforces the client's commitment to wellness.
* *Special Occasions Recognition: *Acknowledging special occasions such as birthdays, anniversaries, or milestones with personalized messages, discounts, or complimentary services.
This strengthens the emotional connection with the client and fosters loyalty.
* *Client Appreciation Events: *Hosting events or workshops exclusively for spa clients to show appreciation and build a sense of community.
This provides opportunities for clients to connect with each other and with the spa staff on a deeper level.
* *Rebooking and Referral Encouragement: *Encouraging clients to book their next appointment before they leave and offering incentives for referrals.
This helps maintain client engagement and loyalty while also expanding the spa's client base through word-of-mouth marketing.
*Requirements (expected proficiencies to excel in this role)* This position is for a person that meets the following: * Previous experience in customer service or client-facing roles, preferably in the spa, hospitality, or wellness industry.
* Strong interpersonal and communication skills, with a passion for helping others and creating memorable experiences.
* Proven ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
* Detail-oriented and proactive in anticipating and addressing client needs.
* Familiarity with CRM software and proficiency in Microsoft Office suite.
* Flexibility to work evenings, weekends, and holidays as needed.
* Organized in life and in your head * Learner.
You consume and create new things (to test new ideas/concepts/theories).
* A self-starter with the willingness, and desire, to "roll up your sleeves" and get the job done * Strong interpersonal skills with ability to work well with your teammates.
* Preference for working in a fast-paced, entrepreneurial environment * Commitment to providing a high level of customer service * Reliable * Excellent relationship management skills to interact effectively with clients * Kind, thoughtful, and customer focused approach *Skills:* * *Excellent Communication:* Ability to communicate effectively with clients and colleagues, both verbally and in writing, to ensure clear understanding and satisfaction.
* *Customer Service Skills:* Proficiency in providing exceptional customer service, including active listening, empathy, and problem-solving to address client needs and concerns.
* *Interpersonal Skills:* Capacity to build and maintain positive relationships with clients and colleagues, fostering a welcoming and supportive atmosphere.
* *Organization and Time Management:* Skill in managing appointments, schedules, and tasks efficiently to ensure smooth spa operations and timely client service.
* *Attention to Detail: *Ability to maintain high cleanliness standards and pay attention to small details to enhance the client experience and promote a sanitary environment.
* *Adaptability:* Flexibility to handle various tasks and adapt to changing priorities in a fast-paced spa environment, including willingness to work evenings, weekends, and holidays as needed.
* *Computer Skills: *Basic proficiency in using computer software and tools, including CRM systems and Microsoft Office suite, to manage client information and track interactions effectively.
* *Teamwork:* Capacity to collaborate with spa team members to coordinate appointments, support each other in delivering excellent service, and contribute to a positive work environment.
* *Problem-solving:* Ability to identify issues, troubleshoot problems, and implement solutions effectively to ensure client satisfaction and operational efficiency.
* *Professionalism: *Commitment to upholding professional standards of conduct, including maintaining confidentiality, respecting client privacy, and adhering to spa policies and procedures.
*Metrics (KPIs) / Success Measured By:* * Client retention rate at 60% during shifts * 70% calls answered by second ring, 10 minute recall time for missed calls * 70% rebook rate during shifts * 40% post service review * 2 membership or package sales per week _This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.
_ Join our team as a Customer Success Associate and help us elevate our client relationships on all touch points.
As a key member of our team, you will have the opportunity to shape our client relationships and drive meaningful results.
We offer a 401k plus a 401k match, direct deposit, appointment trades, employee discounts, and free use of our infrared sauna.
We believe we should practice what we preach! Apply now! Job Type: Part-time Pay: From $15.
00 per hour Expected hours: 10 – 25 per week Benefits: * 401(k) * 401(k) matching * Flexible schedule Compensation package: * Bonus opportunities Schedule: * 4 hour shift * 8 hour shift * Day shift * Evening shift * Monday to Friday Work Location: In person
We are looking for someone action oriented, with a strong work ethic, and customer focused.
This is a full time position, with bonuses based on performance and abilities to hit KPIs.
* *Position Overview* Our customer success team member is the face of our business.
Objectives include strong client conversion, high rebooking rates, and optimal customer service to create brand loyalty.
Good customer service means consistently meeting customers' expectations, and over delivering with any promise.
Your role will involve engaging with clients, understanding their needs and preferences, and ensuring that every visit to our spa exceeds their expectations.
You'll collaborate closely with our team to maintain high standards of service and contribute to the overall success of our spa.
*Responsibilities:* * *Client Relationships* * Serve as the main point of contact for assigned customers, building and maintaining strong relationships with attentive care * Understand customer needs and goals, and provide strategic guidance and support to help them achieve success * Provide exceptional customer service by greeting clients warmly, addressing their inquiries, and assisting them throughout their spa journey.
* Handle client feedback and concerns with professionalism and empathy, seeking resolution in a timely manner.
* Attentiveness for any client walking through the door by greeting clients warmly * *Selling and Upselling * * Proactively identify opportunities to enhance the client experience and provide recommendations for additional services or products.
* Analyze customer data and usage patterns to identify trends and make recommendations for optimization * *Booking and Retaining Clients* * Collaborate with the spa team to coordinate appointments, manage schedules, and ensure smooth operations.
* Utilize Vagaro tools to track client interactions, preferences, and feedback.
* Maintain a satisfactory rebook rate for clients * Recommend products and add ons to services at check out and when booking clients on phone or in person * *Cleanliness and Maintaining the Spa Atmosphere* * Following opening and closing procedures * Basic housekeeping duties and keeping up with spa laundry * Sanitization of treatment rooms, equipment, and common areas * *Client Management * * Send out monthly birthday notes * Maintain new clients on flodesk * Follow up with new clients after (5) days of first appointment * Incentivize clients with our points system, memberships, and packages * *Maintain Client Touch Points * * *Booking Process:* The initial interaction when the client contacts the spa to schedule an appointment.
This includes inquiries about services, availability, and any special requests.
* *Welcome and Greeting*: The first impression when the client arrives at the spa.
A warm and friendly welcome sets the tone for the entire visit and helps the client feel valued and appreciated.
* *Consultation:* The opportunity for the client to discuss their needs, preferences, and any concerns with the spa staff before the treatment begins.
This allows the staff to personalize the experience and address any specific requirements.
* *Treatment Experience*: The actual service or treatment provided to the client.
This includes the ambiance, skill of the therapist, and the effectiveness of the treatment in meeting the client's expectations.
* *Personalized Recommendations:* Suggestions for additional services, products, or wellness practices tailored to the client's needs and goals.
This demonstrates the spa's commitment to the client's well-being and enhances their experience.
* *Follow-up and Feedback:* After the treatment, follow-up communication to ensure the client's satisfaction and gather feedback on their experience.
This allows the spa to address any concerns and strengthen the client relationship.
* *Post-Visit Care:* Providing guidance on post-treatment care, including skincare routines, relaxation techniques, and lifestyle recommendations.
This extends the value of the spa experience beyond the visit and reinforces the client's commitment to wellness.
* *Special Occasions Recognition: *Acknowledging special occasions such as birthdays, anniversaries, or milestones with personalized messages, discounts, or complimentary services.
This strengthens the emotional connection with the client and fosters loyalty.
* *Client Appreciation Events: *Hosting events or workshops exclusively for spa clients to show appreciation and build a sense of community.
This provides opportunities for clients to connect with each other and with the spa staff on a deeper level.
* *Rebooking and Referral Encouragement: *Encouraging clients to book their next appointment before they leave and offering incentives for referrals.
This helps maintain client engagement and loyalty while also expanding the spa's client base through word-of-mouth marketing.
*Requirements (expected proficiencies to excel in this role)* This position is for a person that meets the following: * Previous experience in customer service or client-facing roles, preferably in the spa, hospitality, or wellness industry.
* Strong interpersonal and communication skills, with a passion for helping others and creating memorable experiences.
* Proven ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
* Detail-oriented and proactive in anticipating and addressing client needs.
* Familiarity with CRM software and proficiency in Microsoft Office suite.
* Flexibility to work evenings, weekends, and holidays as needed.
* Organized in life and in your head * Learner.
You consume and create new things (to test new ideas/concepts/theories).
* A self-starter with the willingness, and desire, to "roll up your sleeves" and get the job done * Strong interpersonal skills with ability to work well with your teammates.
* Preference for working in a fast-paced, entrepreneurial environment * Commitment to providing a high level of customer service * Reliable * Excellent relationship management skills to interact effectively with clients * Kind, thoughtful, and customer focused approach *Skills:* * *Excellent Communication:* Ability to communicate effectively with clients and colleagues, both verbally and in writing, to ensure clear understanding and satisfaction.
* *Customer Service Skills:* Proficiency in providing exceptional customer service, including active listening, empathy, and problem-solving to address client needs and concerns.
* *Interpersonal Skills:* Capacity to build and maintain positive relationships with clients and colleagues, fostering a welcoming and supportive atmosphere.
* *Organization and Time Management:* Skill in managing appointments, schedules, and tasks efficiently to ensure smooth spa operations and timely client service.
* *Attention to Detail: *Ability to maintain high cleanliness standards and pay attention to small details to enhance the client experience and promote a sanitary environment.
* *Adaptability:* Flexibility to handle various tasks and adapt to changing priorities in a fast-paced spa environment, including willingness to work evenings, weekends, and holidays as needed.
* *Computer Skills: *Basic proficiency in using computer software and tools, including CRM systems and Microsoft Office suite, to manage client information and track interactions effectively.
* *Teamwork:* Capacity to collaborate with spa team members to coordinate appointments, support each other in delivering excellent service, and contribute to a positive work environment.
* *Problem-solving:* Ability to identify issues, troubleshoot problems, and implement solutions effectively to ensure client satisfaction and operational efficiency.
* *Professionalism: *Commitment to upholding professional standards of conduct, including maintaining confidentiality, respecting client privacy, and adhering to spa policies and procedures.
*Metrics (KPIs) / Success Measured By:* * Client retention rate at 60% during shifts * 70% calls answered by second ring, 10 minute recall time for missed calls * 70% rebook rate during shifts * 40% post service review * 2 membership or package sales per week _This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.
_ Join our team as a Customer Success Associate and help us elevate our client relationships on all touch points.
As a key member of our team, you will have the opportunity to shape our client relationships and drive meaningful results.
We offer a 401k plus a 401k match, direct deposit, appointment trades, employee discounts, and free use of our infrared sauna.
We believe we should practice what we preach! Apply now! Job Type: Part-time Pay: From $15.
00 per hour Expected hours: 10 – 25 per week Benefits: * 401(k) * 401(k) matching * Flexible schedule Compensation package: * Bonus opportunities Schedule: * 4 hour shift * 8 hour shift * Day shift * Evening shift * Monday to Friday Work Location: In person
• Phone : NA
• Location : 22525 Washington Street, Leonardtown, MD
• Post ID: 9075650948
