Call Center Representative

Call Center RepresentativeThe 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 interaction—helping 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 ResponsibilitiesAnswer 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 requestsSchedule 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 QualityCall 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 & BookingBooking 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 SupportAttendance & Punctuality: 98% reliability rate.Training Participation: Attend all required team meetings and training sessions.QualificationsPrevious 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.BenefitsCompetitive 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 insuranceHealth insurancePaid time offAbility to Commute:Carmel, IN 46032 (Required)Ability to Relocate:Carmel, IN 46032: Relocate before starting work (Required)Work Location: In person Compensation: $15.00 - $20.00 per hourWe 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. The Woodhouse Day Spa