As a team, we're committed to delivering an excellent experience every time and growing our member base to help more people on their wellness journey. Your role in our mission is converting guests to members, retaining members, driving retail sales, and delivering an amazing experience. This includes:
- Providing outstanding customer service by greeting clients upon arrival, scheduling services, answering phone calls, addressing questions and concerns, protecting client confidentiality, and maintaining a safe and therapeutic environment for everyone in our location.
- Promoting the value of total body care by educating clients on new and expanded services, selling the Massage Envy Wellness Program, booking clients for future services, and encouraging homecare retail purchases based on service provider recommendations.
- Driving member retention through outreach via phone and email to current members.
- Upholding the Massage Envy core values of optimism, gratitude, excellence, consistency and empathy.
- Protecting our workplace culture by recognizing and supporting team goals and building positive relationships with team members.
DUTIES AND RESPONSIBILITIES
Responsibilities
Sales
- Asks questions and engages with customers to identify their needs and offer products and services at every interaction.
- Sell wellness package memberships to Massage Envy guests at a close rate of 25% (1 out of 4 guests).
- Understand customers’ needs and fully understand our services (massage, enhancements, facials, stretch) to be able to cross-sell service and properly sell guest treatment plans and products.
- Present and sell at-home-care routines based on service provider recommendations.
- Meets and exceeds daily, monthly and quarterly goals.
Customer Service
- Effectively communicates with guests in-person, over the phone and via email in an upbeat and professional manner.
- Ability to listen to customers’ needs and feedback while taking appropriate action to satisfy the customer and escalating as needed.
- Ability to monitors customer satisfaction levels and resolving issues as they arise, referring customers to leadership when needed.
Culture & Administrative
- Work with the team to take on and complete tasks throughout the day.
- Focused on maintaining the clinic for a great guest experience.
- Book appointments to achieve maximum scheduling efficiency.
- Maintain client files and proactively communicate client wants and needs to service providers.
- You believe in wellness, love being an ambassador and encourage teamwork to drive an outstanding experience for our team, members, and guests.
IDEAL CANDIDATE
The ideal candidate will be solutions oriented while taking action to get things done. You must be curious and willing to research answers, identify when you need help, speak up and have the ability to perform in a fast paced, ever-changing environment. You are a liaison between our clients and our service providers. You thrive in being a culture ambassador that is welcoming to all. You want to support people and create a fun place to work for yourself and those around you.
MINIMUM QUALIFICATIONS
- Available to work weekends (Saturday, Sunday or both)
- Willing to work a minimum of 20 hours/week.
- Strong communicator who wants to encourage teamwork and fun.
- Open to feedback and learning.
- Thinks like a leader with an ability to work independently with limited supervision.
- Takes pride in being the best to help the team exceed center and individual goals.
- Loves making customers happy.
- A professional appearance at all times.
- A strong desire to work with others and engage new associates with energy and enthusiasm for our company.
- Computer, phone and point of sale experience required.
This document is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current position, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change, i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.