Customer Service Representative

Job Description

REQUIREMENTS

• Prior experience in customer service or related roles preferred.
• Familiarity with scheduling and customer relationship management tools is a plus.
• Proficiency in POS or appointment booking software like Zenoti is a plus.
• Ability to learn and maintain various operational systems.
• Any certification in Google-related products like Google Analytics a plus

RESPONSIBILITIES

• Respond to guest inquiries via text and other communication channels in a timely, professional, and empathetic manner.
• Book, manage, and confirm guest appointments using the in-house scheduling system.
• Handle guest inquiries and issues, coordinating resolutions with cross-functional teams to ensure guest satisfaction.
• Collaborate with the operations team to address and resolve guest conflicts effectively.
• Utilize in-house reporting tools to track and measure guest service performance, providing regular updates to the Digital Marketing Manager.
• Maintain accurate records of guest interactions, appointments, and resolutions.
• Continuously identify opportunities for process improvements and report insights to the Digital Marketing Manager.
• Perform other role-related duties as assigned by leadership.

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