Guest Service Representative

Bella Sante Day Spas

Lexington, MA

Job Description
Job Description
Bella Sante is looking for energetic, focused individuals to join our Guest Services Team. Our Guest Service Representatives are the first line of support responsible for providing accurate and thorough information via telephone to current and prospective guests. Each Guest Service Rep is expected to answer caller questions regarding products, services, policies and appointments. Each Guest Service Representative is expected to take responsibility for every interaction with guests by delivering outstanding service as a means to build loyalty, improve retention, and satisfy our guest’s needs.
Would you like to be part of the team? Here’s what we need:
Serve as Bella Sante’s first line of response to all external calls. Book and/or change guest appointments, answer questions on products and services, and promote/upgrade clients on services and special promotions
Resolve customer issues, confirm identity of caller and details of future appointment(s) to ensure requests are correct
Responds to a high volume of incoming calls and guest inquiries from current and prospective clientele in a courteous and professional manner‚ sees those calls through to completion (call length can vary widely from less than a minute to 5 minutes)
Enters confidential personal and financial information into software system with a high rate of accuracy. Complies with federal and local laws in ensuring guest privacy
Resolves customer inquiries and problems through effective interaction with both internal staff and Guest Service Center leadership
Make out-bound calls to confirm and/or reschedule appointments when necessary
Remind caller of cancellation/no-show policy
Do these describe you?
Strong computer skills necessary; appointment booking software knowledge preferred but not required
Ability to quickly analyze needs and at ease with verbal discussions and answering questions
Superior customer service skills; ability to stay composed and calm
Employs strong interpersonal skills in order to handle difficult calls courteously and professionally
Enjoy consistency and thrive on routine, focused on delivering quality service
Comfortable working in a detail-driven environment
Ability to document calls in accordance with departmental policies
Works with peers to solve problems and promotes teamwork
Embrace Bella Sante’s philosophy, CARE standards, and mission
Meets or exceeds department’s quality and productivity goals
Flexible with day and evening shifts and some weekends

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Vacancy posted more than 2 months ago

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