Customer Care & Booking Specialist (Med Spa)

Role Summary We are seeking two high-trust team members who will be the first point of contact for our med spa. You’ll handle inbound calls, online leads, DM/text inquiries, and appointment bookings across three locations, ensuring fast responses, accurate scheduling, and a great client experience. You’ll also collect deposits and keep owners updated via simple KPI reports. Core Responsibilities ● Phone Triage & Scheduling ○ Answer inbound calls promptly; consult service menus; book, reschedule, or cancel appointments across locations. ○ Manage waitlists, confirmations, no-shows, and last-minute openings to maximize utilization. ● Lead Management ○ Monitor and respond to web leads, Instagram DMs, texts, and web chat; qualify prospects; convert to bookings. ○ Maintain lead logs/pipelines; follow up on pending inquiries and quotes. ● Payments & Deposits ○ Collect and record deposits/fees accurately; send payment links or process over the phone per SOP. ○ Flag failed/declined payments; coordinate re-attempts and reminders. ● Client Communication ○ Send pre- and post-appointment messages, prep instructions, and aftercare; escalate clinical questions appropriately. ● Front-Desk Admin (Virtual) ○ Update client records; document call outcomes; tag issues; summarize daily activity. ○ Adhere to escalation paths; surface repeat issues and CX opportunities. ● Tools & Channels ○ Communicate with the team via WhatsApp (and/or Slack) and follow existing internal processes. ○ Use spa booking/CRM and VoIP systems (training provided). Must-Have Qualifications ● 3+ years in customer support/front desk, call center, clinic/spa, hospitality, or similar high-volume booking environment. ● Excellent spoken and written English; warm, professional phone manner; clear accent suitable for client-facing calls. ● Proven experience with omnichannel support (phone, email, SMS/DM, web forms). ● Strong attention to detail, integrity, and follow-through; can be trusted to work independently without micromanagement. ● Tech-savvy: fast learner with cloud apps; comfortable with VoIP, CRMs/booking platforms, and WhatsApp. ● Reliable home office setup: quiet workspace, high-speed internet, backup plan, and USB headset. Nice to Have ● Med spa/clinic front desk experience (e.g., injectables, laser, aesthetics) and basic familiarity with service offerings. ● Experience with systems such as Vagaro, Mindbody, Zenoti, Boulevard, Fresha, Square, Aircall/RingCentral/Grasshopper. ● Basic payment/reconciliation workflows. ● Light social messaging etiquette for Instagram DM triage. Schedule & Coverage We’re hiring two Specialists to cover ~66 hours/week of business time with a daily overlap block for handoff and peak periods. Sample coverage models (pick one or propose your own): ● Model A (Weekends Split): ○ Specialist A: Mon–Fri 9:00–17:00 PT + Sat 10:00–18:00 ○ Specialist B: Mon–Fri 11:00–19:00 PT + Sun 10:00–18:00 ● Model B (Alternate Weekends): ○ Both cover Mon–Fri (staggered 9–17 & 11–19); alternate Sat/Sun weekly. ● Model C (Rotate Long/Short): ○ Four 10-hr shifts + one short overlap day per specialist; weekends alternated. Note: Daily 2-hour overlap required for handoffs, training, and peak demand. Success Metrics (KPIs) ● Speed to Answer (Calls): ≥90% within 30–45 seconds ● Lead First-Response Time (DM/web/text): ≤10 minutes during business hours ● Booking Conversion: Target % of qualified inquiries converted to appointments ● Deposit Collection Rate: Target % collected on eligible bookings ● Show Rate & Utilization: Reduced no-shows/cancellations; fill open slots ● Accuracy: 99%+ error-free bookings, notes, and payments ● Client CSAT: Post-interaction rating or owner spot checks meeting target Training & SOPs  ● Onboarding will include scripts, FAQs, service cheat sheets, deposit/refund rules, escalation paths, and step-by-step booking/payment SOPs. ● Daily huddles during ramp; weekly KPI review with the account manager and owners. Compliance & Standards ● Maintain confidentiality of client data; follow privacy/security SOPs appropriate for a med-spa environment. ● Use approved templates and brand tone; secure handling of payment information. Compensation & Terms ● Full-time (40 hrs/week), remote, Pacific Time alignment required. ● Weekend availability is required (split or alternating per schedule model). ● Role managed jointly by the owners and Assist World account management (KPIs provided by the client).