Job description

As a team, we're committed to delivering an excellent sales and service experience both in person and on the phone. Lead Guest Service Associates are accountable for and set the example of a great guest experience across all GSA checkpoints. A Lead GSA ensures all duties and responsibilities of a GSA are met and assists the management team with additional tasks.

• Providing outstanding customer service and sales by greeting clients upon arrival, selling wax passes and add on services, scheduling services, answering phone calls, addressing questions and concerns, protecting guest confidentiality, and maintaining a positive and fun environment for everyone in our center.
• Promoting the value of consistent waxing by educating guests on new and expanded services, selling the European Wax Centers Wax Passes, booking guests for future services, and encouraging homecare retail purchases based on Wax Specialist recommendations.
• Driving guest retention through outreach via phone for appointment confirmation and in lobby customer service. Educates our guests on the importance of frequency and consistency.
• Upholding the EWC cleanliness expectations by completing the daily cleaning and other tasks accurately and on time.
• Protecting our workplace culture by recognizing and supporting team goals and building positive relationships with team members.

Sales

• Sell wax passes to European Wax Center guests
• Inform guests of add on services options
• Inform guests on the loyalty program
• Encourage home-care retail purchases based on Waxer recommendation
• Coaches the GSA Team on wax pass sales in the moment to ensure there is never a missed opportunity
• Address and wax pass cancellations/refunds or product returns when a manager is not present
• Ensure GSA team is appropriately “marking up the books” based on the in-center promotions to aid in sales performance

Customer Service

• Greet guests as they enter the center
• Efficiently and effectively check guests in and out for appointments
• Answer phones and proactively reach out to guests to book appointments and collect payments
• Resolve customer issues through empathy, active listening and creative problem solving consistent with company culture as well as standards, practices, policies, and procedures

Administrative

• Book appointments to achieve maximum scheduling efficiency.
• Audit no show reservation notes and procedures.
• Ensure confirmation calls and text message responses are successful and detailed with notes.
• Maintain client files and proactively communicate client wants and add notes to books.
• Partner with the Manager and Assistant Manager to ensure Monthly Center Setup is completed in a timely manner
• Conduct an Inventory audit and reconciliation in Zenoti on a schedule outlined by the manager
• Process EFTs (suspended payments) and contact guests to update payment details
• Ability to delegate tasks to team to ensure performance and productivity
• Completes all other duties assigned by management

The ideal candidate will be solutions and sales 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 role model and a liaison between our guests and our wax specialist. You thrive on being a culture that is working towards team and individual goals. You care able to demonstrate your ability to consistently meet goals as you train and coach GSAs that are new in the roll or need assistance meeting their own goals. You want to support people and create a fun place to work for yourself and those around you.

• Prior sales experience preferred
• Customer service and guest relations experience required
• Must have computer and cash handling skills
• Must be able to prioritize and perform multiple tasks
• Must be able to work cohesively with others in creating fun in a fast-paced environment
• Strong communication skills both on the phone and in person

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.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay
• Commission pay

Ability to commute/relocate:

• Sarasota, FL 34243: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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