Powell Studio Call center specialist. Job at Powell Studio, Beauty + Wellness
Contact Center Position Description
Overall Responsibilities
manage incoming and out-going calls to help the medspa generate more leads, convert leads into the Get To Know You consultations, reserve appointments and generate revenue.
Skills Needed
- Strong communication, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- Patient and empathetic
- Positive attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Computer literacy
- Phone skills, including familiarity with complex or multi-line phone systems
- In-depth knowledge of products and/or services
- Expertise in the customer service
- Good marketing and sales skills
Positive Characteristics
- Trainable and coachable
- Teamwork
- Takes initiative
- Able to multitask
- Taking Ownership
- Follow-Through
- Phone Manner and a happy voice
- Self-managed and driven
Position Responsibilities
o Incoming and outgoing call management
o Website chat management
o Social media management DM
o Reserving Get To Know You Consultations
o Reserving treatments
o Enrolling members
o Ability to convert callers into appointments
o Knowledgeable on all treatments and products
o Professional communication
o CRM system
o Practice operating guidelines
o Teamwork
o Ability to monitor production
o Learn all scripts
KPI Measurements
- Number of calls
- Call to apt conversion
- Call length
- Speed of answer
- First time resolution percentage
- Service level
- Adherence to schedule
- Info accuracy
- Guest and client satisfaction
- Sales revenue per call
- Overall sales revenue
- Overall appointments reserved
- Number of GTKY consultation reservations
- Reactivating clients
- Member enrollment
- Number of reviews and referrals
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Schedule:
- 10 hour shift
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
- Commission pay
Ability to commute/relocate:
- Hanover, MA 02339: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: One location
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