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)
• Proven experience in call center environments, preferably in beauty, wellness, hospitality, or service industries
• Experience managing customer communications via SMS, email, or chat platforms
• Familiarity with scheduling software and CRM systems (HubSpot preferred)
• Willingness to work flexible hours, including evenings and weekends

Preferred

• Associate or bachelor's degree in a related field (preferred)
• Familiarity with scheduling software and CRM systems (HubSpot preferred)
• Willingness to work flexible hours, including evenings and weekends