Customer Service Representative - Wellness Center

Job Description

Job Description

Position Overview

The Customer Service Representative is the primary point of contact for the Wellness Center and Apothecary; delivering attentive, high-quality service to every client and guest. This role supports the reception operations and retail with a warm, welcoming presence, assisting with scheduling, orders, and everyday questions. The ideal candidate is personable, patient, and detail-oriented, with a genuine interest in helping clients feel cared for and reflects the core ethics of Kerala Ayurveda.

Client Reception & Customer Service

•      Respond promptly and professionally to inquiries by phone, email, chat, or in person, and resolve customer concerns effectively.

•      Welcome clients and guests, manage intake paperwork, and maintain a calm, tidy reception area.

•      Maintain complete confidentiality in all guest matters, in accordance with company policy.

Wellness Center Support & Scheduling (Mindbody software)

•      Help clients schedule, reschedule, or manage appointments with multiple practitioners using Mindbody.

•      Assist with payments, memberships, packages, and invoices, answering client questions as required.

•      Educate clients about relevant add-ons or upcoming workshops, and encourage them to rebook.

Apothecary Customer Service & Sales Support (Shopify software)

•      Listen to clients' wellness needs and help them find the right products, offering friendly, knowledgeable recommendations.

•      Complete client purchases using Shopify Point of Sale (POS), and suggest complementary products at checkout.

•      Help keep shelves stocked and inventory counts accurate in Shopify, flagging low-stock items to the team.

General Customer Support

•      Accurately process daily payments and receipts, following Standard Operating Procedures.

•      Help enroll guests in programs or memberships, and let them know about relevant products and services.

•      Keep customer records up to date and handle guest information in line with company policy and privacy standards.

•      Assist with lifting/storing equipment and displays for special events, and take on other tasks as needed.

Other duties as assigned by the supervisor, the head of the department, and the CEO.

•      Ability to lift and carry inventory and shipments weighing 10–20 lbs., and to stand, walk, bend, and reach throughout the storefront.

•      College degree or equivalent (associate's degree or higher preferred).

•      One to two years of experience in retail sales, spa reception, medical front desk, or a reporting-focused administrative role.

•      Comfortable suggesting products and services in a friendly, low-pressure way.

•      Familiarity with Mindbody, Shopify, or similar scheduling/POS software is a plus.

•      Comfortable with CRM systems and Microsoft Office; strong verbal and written communication skills.

•      Organized and attentive to detail, with the ability to juggle multiple tasks in a fast-paced environment.

•      Patient, empathetic problem-solver, with basic knowledge of, or strong enthusiasm for, herbalism and holistic wellness.

Join us in making a positive impact on our clients' health journeys while helping drive the Wellness Center's growth and success!