Guest Engagement Specialist

EWC Corporate LLC • Plano, TX

10d • Hybrid

About The Position

We are seeking a detail-oriented and brand-savvy Guest Engagement & Messaging Specialist to manage inbound responses from our marketing SMS and email campaigns. This role is responsible for turning customer interest into confirmed bookings while maintaining a consistent, high-quality brand voice. The ideal candidate is equal parts communicator, salesperson, and brand steward who can also track performance and provide insights that improve marketing effectiveness.

Requirements

• Strong verbal and written communication skills.
• Customer-focused mindset with empathy and patience.
• Confidence in explaining technical or medical-related services.
• Ability to multitask in a fast-paced environment.
• Willingness to work flexible hours, including evenings and weekends.
• Ability to learn quickly and easily adapt to a dynamic environment.
• Authentic individual with impeccable integrity whose personal and professional values are consistent with EWC’s mission, vision and values.
• Proficient in Microsoft Office Suite – Word , Excel, PowerPoint, Outlook.
• High school diploma or equivalent (required).
• Proven experience in call center environments, preferably in beauty, wellness, hospitality, or service industries.
• Familiarity with scheduling software and CRM systems (HubSpot preferred).
• Experience managing customer communications via SMS, email, or chat platforms.

Nice To Haves

• Associate or bachelor's degree in a related field (preferred).

Responsibilities

• Monitor and respond promptly to inbound SMS and email responses generated from marketing campaigns.
• Engage prospective and returning guests in helpful conversations that guide them toward booking.
• Answer questions, provide recommendations, and remove friction in the decision-making process.
• Manage multiple guest conversations simultaneously while maintaining accuracy and professionalism.
• Represent the brand in every written interaction, ensuring tone, messaging, and values remain consistent.
• Adapt responses while staying aligned with established brand guidelines.
• Deliver thoughtful, personalized communication rather than generic replies.
• Encourage guests to complete bookings.
• Identify opportunities to upsell services, packages, memberships, or add-ons.
• Use consultative selling techniques to match guests with the best experience for their needs.
• Log conversations and outcomes in CRM and scheduling systems.
• Track conversation activity, booking conversions, and upsell performance.
• Maintain organized records of customer interactions and outcomes.
• Provide regular reports on messaging performance and guest inquiries.
• Share insights with marketing and operations teams to improve campaigns.

Benefits

• Medical, Dental, Vision, HDHP with HSA, employer-paid Life Insurance, Disability, Mental Health & EAP benefits
• 401(k) with Safe-Harbor Matching and additional voluntary benefits, including pet, legal, identity theft, accident, hospital, and critical illness coverage
• 17 days of PTO (increases with tenure), 11 paid holidays, paid parental/adoption/foster leave, plus dedicated Wellness/Mental Health and Volunteer days
• Up to $500 annual professional development stipend
• Weekly office breakfast, Fun Committee, DE&I Council, employee discounts, and time off to vote

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED