Reservations Specialist - Austin, United States - milk + honey

milk + honey

Verified Company

Austin, United States

3 days ago

Posted by:

Mark Lane

beBee recruiter

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 multiline 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 selfstart, and excel in prioritizing tasks
Communicate with coworkers 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 inperson (up to 1 mandatory inperson meeting per quarter)
Actively participates in biannual 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

Qualifications and Experience:

High School Diploma or equivalent GED
Professional communication skills, both written and verbal
Must be a selfstarter 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