Customer Experience Coordinator - Front Desk - Guest Experience Associate

Refer.io • Wellesley, MA

4d • $20 - $24 • Onsite

About The Position

This role is more than just a traditional front desk job. The person in this position is crucial to the client's experience, being the first and last point of contact. The goal is to create an exceptional experience that makes clients love the business, rather than just find it 'fine'. This involves not only managing appointments and payments but also making clients feel taken care of, anticipating their needs, and ensuring a smooth and easy process from arrival to departure. The ideal candidate will be proactive in managing the client experience, identifying opportunities for growth, and contributing to client retention.

Requirements

• Genuinely likes people
• Warm, upbeat, and comfortable starting conversations
• Can make someone feel welcome within about five seconds
• Organized enough to keep a busy schedule moving
• Doesn't get rattled when the phone rings while someone is standing in front of them
• Feels comfortable recommending the next appointment or service
• Notices details
• Takes ownership
• Understands that great customer service is making things incredibly easy for the customer
• Wants to create an exceptional client experience
• Wants to be part of the reason clients come back
• Learns clients
• Takes pride in creating an experience people tell their friends about
• Has thought 'I could make this experience so much better'
• Cares
• Likes creating order out of chaos
• Can sell without feeling like a salesperson by helping people figure out what they need next
• Understands that sometimes the smallest interaction makes a customer decide they've found their place

Responsibilities

• Answer phones and messages
• Schedule appointments
• Welcome clients upon arrival
• Check clients out and process payments
• Help clients book their next appointment
• Schedule follow-up services
• Move clients into rooms and prepare them for services
• Show new clients around and explain how things work
• Help operate and coordinate additional offerings
• Keep the client experience organized, smooth, and easy
• Make clients feel taken care of
• Notice client needs
• Remember clients
• Help clients understand next steps
• Make booking and rebooking easy and natural
• Ensure clients know what to do next
• Manage the client experience
• Identify clients for empty calendar spots
• Determine what clients need next after an appointment
• Create an experience people tell their friends about

Benefits

• Hourly pay + performance-based bonuses
• Paid time off
• House cleaning benefit
• Monthly massage
• Employee perks and access to select Ardan services
• Performance bonus opportunities
• A growing company where great people can take on more responsibility

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed