Customer Service & Reservations Manager
Customer Service & Reservations Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 65000 - 74000
1 Vacancy
Job Description
At Juut Salonspa we believe in the power of Daymaking! As the collection of original Aveda salons employing some of the most highly regarded industry professionals we have a 35-year history of impacting people society and the world at large. We use our vision and talent to generate confidence invigorate clients and make the world a happier place. You are supported by a team of professionals located in our home office including marketing education human resources and operations to assist in your career growth. We celebrate individuality and care about your livelihood as an artist. JUUT Salonspa is an inclusive environment.
SUMMARY
The Customer Service & Reservations Manager helps provide leadership training and direction to Juuts reservation center team. They work to ensure the reservation team including team leads meets the business objectives and the customer service standards of the company. They will work with the Director of Salon Operations to develop customer service policies and processes and partner with salon management to ensure that all customer service processes align with Juuts overall service objectives. Key accountabilities of this position include those listed below combined with ensuring positive uplifting experiences for all guests and Artists being a resource to the assistant managers and guest service teams and upholding Juuts Daymaker philosophy.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Daymaking
- Know believe in and follow through on Company purpose mission values beliefs and guiding principles.
- Be a passionate expert: always continue to learn serve guests consistently and always maintain integrity.
- Make a genuine connection always be authentic respectful compassionate and fully present.
- Inspire an encore: always go above and beyond to give each guest an unforgettable experience and maintain enthusiasm and confidence.
Administrative
- Ensures accuracy in reservations through training regularly updated resources coaching one-on-ones etc.
- Works closely with the salons to ensure that booking data is continually updated and correct for the reservation team members. Maintain systems for collecting this on a regular basis.
- Creates monthly schedule and manage reservation budget
- Manages the call volume stats to determine efficiencies to mirror and opportunities to improve.
- Sets a stellar example of Juut level customer service over phone and text with clients and Artists.
- Ensure that our customer experience is elevated by the presence and participation of this team.
- Impacts the productivity of the salon by ensuring the team is focused on accuracy maximization (smart booking) buttoning the books backfilling a strong wait list and high level of communication.
- Influences an increase in customer contact record accuracy and completion through consistent information capture and file updating.
- Assist in recruiting interviewing hiring educating development and retention of reservation room staff.
- Creates clear concrete daily goals related to marketing i.e. upselling backfilling etc.
- Provide feedback to the management team regarding service opportunities or customer concerns.
- Serve as a resource to the guest service and salon management teams to ensure outstanding customer service is consistently provided including collaboration when a client challenge arises and/or serving as the point of contact for resolution
- Monitor and respond to customer reviews on Google Yelp etc. and ensure managers are aware of celebrations and clients that need attention.
Salon and Technology Support
- Monitor address and confirm completion of emails submitted to either by responding to the email or forwarding it to the staff responsible.
- Manage logins and autoreplies for the texting platform.
- Manage administration of Nova phone system including but not limited to: ensuring voicemails auto attendant schedules reporting and access are monitored for accuracy and updated as needed.
- Ensure the regular compilation of client surveys is consistently disseminated to the salon management teams.
Training and Education
- Regularly review all training materials to ensure the training curriculum is relevant and easy to understand.
- Measure and drive reservation metrics including but not limited to: wait list/backfilling maximization add-on and promotion usage accuracy in reservations effective inbound volume control etc.
Leadership and Staff Development
- Work continually toward self-development to stay current on customer service sales leadership and supervisory procedures and practices.
- Identifies and executes clear responsibilities outside of reservations for the team to enhance and improve the client experience.
- Builds and maintains the bridge between the reservation center and the salons by experience in both as well as ensuring regular salon visits for the reservation center team to keep them engaged with what they impact so heavily. (Salon meetings fall trend classes etc.).
Qualifications
- Demonstrated ability to lead people with proven results
- Balance friendly supportive with clear boundaries
- Ability to prioritize and multitask
- Willingness to take initiative and to lead coach and manage a team
- Customer service management experience within the retail industry a plus
- Outstanding customer service skills
- Excellent interpersonal skills
- Exceptional communication skills both written and verbal
- Strong organizational and time management skills
- Strong negotiating skills
- Ability to accept and adapt to change
- Computer proficiency to include point of sale system and Microsoft Office
- Ability to interact in a positive and productive manner
- Commitment to company values
- Uncompromising integrity and ethical behavior
Education/Training/Experience
- Education: High School Diploma or equivalent required; College degree preferred.
- 3 years experience managing teams of >10 required
- 2 years call center experience required
Physical Requirements
While performing the duties of this job the employee will be required to:
- Walk sit bend and squat
- Talk and hear
- Grab pull or bend items
- Lift and/or carry up to 20 lbs.
- View items at a close and distant range
- Use computers for extended periods of time
Working Conditions
- General office
Note: Job Descriptions are not exhaustive lists of all skills responsibilities or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
This document does not create an employment contract implied or otherwise other than as at will relationship.
Required Experience:
Manager
Employment Type
Full-Time
