Job Details

Job Details

Job Location
Reso - Austin, TX

Position Type
Part Time

Description

Position Summary:

The Reservations Specialist | Level 1/2/3 performs a full spectrum of duties designed to provide milk + honey's Spa guests with a high-quality experience by ensuring exceptional customer service to every individual they interact with. They act as the first stop for guests and curate a well-rounded introduction to milk + honey. Level 1 answers for 1 call queue, Level 2 answers for 2 call queues, and Level 3 answers for all 3 call queues. This position will be remote.

Essential Duties and Responsibilities:

• Encompass milk + honey brand standards and exemplify milk + honey's Core Values in every interaction
• Schedule guests to maximize efficient use of provider time, across departments as applicable
• Capable of answering calls for all departments, as needed
• Act as a Service Matter Expert (SME) for each queue you are assigned
• Educate and assist guests with product information
• Provide excellent service on a multi-line phone system
• Elevate the guest experience by offering additional services, enhancements, and communicating brand promotions accurately
• Maintain a Call Quality Evaluation score of 60% or higher
• Ability to maintain sales goals for memberships + gift certificate (goals to be released annually by operations team)
• Complete side work and additional tasks, only as assigned or directed by management
• Exhibit time management skills, have the ability to self-start, and excel in prioritizing tasks
• Communicate with co-workers to keep each location set up for success
• Use all operating systems effectively to make all aspects of the company run efficiently
• Speak to management and tech support to troubleshoot problems with hardware, software, etc.
• Communicate in a friendly, professional manner via all forms of communication
• Display a genuine team spirit and flexible attitude
• Attend all required meetings and trainings, virtual and in-person (up to 1 mandatory in-person meeting per quarter)
• Check email regularly, participate in discussions, and work to help find solutions
• Actively participates in bi-annual performance reviews including setting and achieving SMART goals
• Handle an average of at least 8 calls per hour spent in the call queues
• Maintain an average call handled ratio greater than 95% when in the call queues
• Maintain an availability ratio greater than 90% of your total time in the call queues
• Adhere to all other current Reservations Expectations, KPIs, Scheduling

• High School Diploma or equivalent GED
• Professional communication skills, both written and verbal
• Must be a self-starter and have the ability to learn virtually
• Must have natural ability to sell and educate guests on products, treatments, memberships + gift certificates
• Must have a minimum of two years customer service experience, management experience a plus
• Prior experience in retail, hospitality or salon/spa industry strongly preferred
• General computer knowledge is required
• Experience with salon/spa software and Google suite is preferred
• Must maintain reliable home wifi
• Must be able to maintain a professional work environment throughout the duration of their scheduled shifts
• Must have schedule availability to include evenings, weekends, and holidays