The goal of the Inside Sales Coordinator (Guest Services) is to provide Five-Star customer service to our internal and external guests while driving revenue growth for Edgeless Beauty Group by converting inbound and outbound calls into booked reservations and service upgrades. This position has no direct reports, reports to the Sales Manager, and is responsible for the support, maintenance, and follow-through of all sales and service procedures of Neroli Salon & Spa and The Institute of Beauty & Wellness.
Essential Responsibilities
- Answer all incoming phone calls within three rings and convert each call into a booked reservation using consultative selling techniques.
- Use the appropriate greeting with the time of day and your name.
- Schedule all guest appointments accurately.
- Offer Signature services to guests before basic services.
- Attempt to up-sell basic services and upsell a minimum of add-on services and retail products on every call.
- Suggest additional available services.
- Meet or exceed monthly individual sales targets/KPIs for bookings, add-on services, and revenue per call.
- Complete the full guest screen with each call.
- Verify contact information for each guest for contact calls.
- Greet and service clients with integrity, courtesy, and friendliness.
- Knowledgeable of Aveda products and services, including benefits and pricing.
- Maintain and keep current with product and service knowledge, including timing, benefits, and pricing, to effectively sell and cross-sell.
- Provide 5-star customer service regarding scheduling and client concerns.
- Maintain and report service schedules, timing, and pricing in Zenoti for the technical team.
- Maintain overall cleanliness and organization of the administrative office.
- Participate in goal setting.
- Participate in troubleshooting of scheduling conflicts for the technical team.
- Verbalize current offers and promotions to guests and educate guests on company initiatives, promotions, and membership/package offerings to drive conversion. Complete phone and email gift card orders.
- Complete phone and email curbside orders.
- Oversee appointment books, guest standings, and RTOs (requests time off) across all locations.
- Build and maintain strong relationships with high-standing and top-tier guests.
- Various administrative tasks for the administrative office.
- Maintain proper communication with all store locations and the business team.
- Provide follow-up phone calls to new guests.
- Attend and participate in monthly sales department meeting calls, including sales performance reviews.
- Ability to perform all essential duties with a high level of accuracy and professionalism
- Hospitality experience in a Five-Star call center environment preferred
- Outbound and inbound call experience strongly preferred
- OR a minimum of 3 years of experience at Neroli Salon & Spa
- Strong communication and guest-service skills
- Comfort working in a fast-paced, guest-facing office environment
Work Environment & Physical Requirement
- Fast-paced, guest-facing office environment
- Ability to sit for extended periods throughout the day
