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).
Why Join Assist World?
100% REMOTE
$50 birthday bonus
$200 testimonial bonus
$300 tenure bonus every 6 months
$500 entry monthly raffle
NO TRACKER. NO PROBLEM
Average salary estimate
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