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.

Requirements

• High school diploma or equivalent (required).
• Associate or bachelor's degree in a related field (preferred).
• 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.

Preferred

• 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.