Guest Service Specialist - Part Time
added: Thursday, April 15th, 2010
WORK ENVIRONMENT
Rejuv is an “upscale” skin and laser clinic, designed to improve clients’ lives by helping them feel better about the way they look. The Rejuv team supplies a variety of skin renewal services to a wide range of clientele. The goal is to delight each and every client by providing highly competent, professional, results-oriented skin care services in a uniquely managed and designed clinical environment. If accomplished, this will result in client loyalty, repeat business, and word-of-mouth referrals.
JOB SUMMARY
The Guest Service Representative is a crucial member of the Rejuv team. This position is responsible for: Delighting clients with exceptional customer service; ensuring efficient client flow through the Clinic; executing sales and marketing strategies; having up-to-date knowledge about Rejuv products and services; educating clients about Rejuv products, services, and policies. This position is pivotal in achieving client satisfaction, retention and word-of-mouth referrals, and will have significant impact on the ongoing success of Rejuv Skin & Laser Clinic.
DUTIES & RESPONSIBILITIES
•Responsible for the day-to-day functions of the clinic reception desk to ensure our guests are provided an unsurpassed experience:
Orientate new clients on paperwork
Enter all necessary information for clients into Millennium
Assist clients with purchase of retail products: answer any questions they may have
Assist clients with purchase of gift cards
Pre-book clients before they leave
Give new clients mail surveys to fill out and return
Greet and welcome clients, offer beverage/take their coat
Provide exceptional customer service
Ensure efficient client flow through the clinic:
Answer telephone, answer any questions about services/products, and make appointments
•Informs Clinic Manager of guest issues and works with the appropriate person to resolve those issues.
•Monitors schedules and appointments to ensure maximum productivity
•Double check all appointments in book and troubleshoot scheduling difficulties.
•Returns phone calls as needed for owners.
•Keeps client files updated by merging inactive with current files and by cleaning out database as necessary to ensure correct information and as much information is available for each client.
•Opens/closes the clinic.
•Completes huddle worksheet; leads team huddles; trains others to complete huddle worksheet and to lead the huddles
•Promotes additional services to clients; presents specials; solicits referrals.
•Performs back of house duties including:
Wash and fold laundry as needed
Wash glasses
Restocking refreshments
•Help service providers with any tasks: flipping rooms, finding charts, collecting information
•Pull charts for next day’s appointments, print employee’s appointment and attach to charts for next day’s appointments-when working evenings/Fridays
•File charts in correct order, pull charts, create new chart:
•Check e-mail, answer any questions clients may have and set up appointments
•Restock necessary office supplies
•Stock retail shelves as needed
•Daily product recommendations: reviewing, counting, and filing (3 – neutral)
•Double check that all daily confirmation calls have been done 24 – 48 hours in advance
•Maintain and print all Rejuv documents, ensuring they are up-to-date, accurate, and consistent
•Provides administrative support to Clinic Manager and Director.
•Ensure compliance with policies and procedures for self and all staff.
KNOWLEDGE, SKILLS & ABILITIES
•Superior interpersonal skills
•Excellent verbal and written communication skills
•Have the ability to sell retail and upsell services as well as teach others.
•Knowledge of modern office procedures and methods including telephone communications, computer systems, and record keeping.
•Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports.
•Skill to use a personal computer and various software packages.
•Ability to establish priorities, work independently, and proceed with objectives without supervision.
•Ability to handle and resolve recurring problems.
•Demonstrated manual dexterity (through hobbies or job experience)
PERSONAL ATTRIBUTES
•Passionate about Rejuv’s Mission, Vision and Values
•Must be a quick learner, team player, have a drive to grow and learn, and exhibit high ethical standards.
•Must have a desire for a permanent long term career at Rejuv Skin & Laser Clinic.
•Enthusiastic, high energy, happy, mood-consistent
•Appropriate information sharing; professional boundaries.
•Persuasive, sales-oriented
•Strong desire for continuous learning
•Highly motivated, goal-oriented, results-oriented
•Positive attitude, enthusiastic
•Customer-comes-first attitude
•Team builder
•Intelligent
CREDENTIALS & EXPERIENCE
SPECIAL REQUIREMENTS
Must be willing to work evenings until 9:00 p.m. and Saturdays!
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