Call Center Representative

Call Center Representative

The Call Center Representative serves as the first point of contact for Woodhouse Spa guests, providing warm, professional, and knowledgeable assistance over the phone. This role is essential to creating the Woodhouse experience from the very first interactionhelping guests book appointments, understand service offerings, and ensure smooth communication with the spa team. The ideal candidate is service-driven, detail-oriented, and thrives in a fast-paced, hospitality-focused environment.

Key Responsibilities

• Answer all inbound calls promptly and courteously following Woodhouse Spa standards.
• Provide detailed information on services, availability, and pricing.
• Confidently handle guest questions, concerns, and special requests
• Schedule appointments accurately using the spa booking software.
• Maximize appointment book efficiency through intelligent scheduling and service pairings.
• Confirm, modify, and cancel reservations as requested while maintaining professional rapport.
• Promote service enhancements, spa packages, and special promotions.
• Support gift card sales through outbound calls or guest inquiries.
• Maintain accurate guest records and notes in the system.
• Assist with outbound calls for confirmations, reschedules, and follow-ups.
• Support front desk and management teams as needed for guest coordination.

Key Performance Indicators (KPIs) Performance and Service Quality

• Call Response Time: 90% of calls answered within 3 rings.
• Call Abandonment Rate: Less than 5%.
• First Call Resolution: 85% of guest inquiries resolved on the first call.

Sales & Booking

• Booking Conversion Rate: Minimum 75% of inquiry calls converted into appointments.
• Retail / Enhancement Promotion Rate: Offer enhancement or retail add-on during at least 80% of service booking calls.
• Gift Card Sales: Meet or exceed monthly revenue goals as established by management.

Professionalism & Team Support

• Attendance & Punctuality: 98% reliability rate.
• Training Participation: Attend all required team meetings and training sessions.

Qualifications

• Previous experience in hospitality, spa, salon, or luxury service call center preferred.
• Excellent communication and active listening skills.
• Strong attention to detail and multitasking ability.
• Proficiency in scheduling software Meevo.
• Friendly, composed, and professional demeanor under pressure.

Benefits

• Competitive hourly rate with performance incentives.
• Spa service and retail discounts.
• Growth opportunities within the Woodhouse Spa network.
• Supportive, team-oriented culture focused on guest and employee well-being.
• Healthcare, dental, and PTO.

Job Type: Full-time Benefits: Dental insurance, Health insurance, Paid time off

Ability to Commute: Carmel, IN 46032 (Required)

Ability to Relocate: Carmel, IN 46032: Relocate before starting work (Required)

Work Location: In person If you are interested, please email your resume and a brief cover letter to View email address on click.appcast.io Compensation: $15.00 - $20.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.