Guest Services Manager

Slick Rock Tanning & Spa; Spokane Valley (WA); Remote; USD 60,000 - 80,000; Full time

Job summary

This innovative firm is on the lookout for a dynamic Client Support Manager to lead a remote team of Support Specialists. In this pivotal role, you will ensure exceptional customer service through effective communication and sales strategies. Your leadership will drive team performance and client satisfaction, while your analytical skills will help optimize support operations. If you are passionate about fostering a positive team culture and enhancing client retention, this opportunity is perfect for you. Join a company that values diversity and is committed to providing an inclusive environment for all employees.

Qualifications

• 2+ years sales experience, preferably over the phone.
• Experience managing a remote team and conflict resolution.

Responsibilities

• Lead a team of remote Support Specialists ensuring high customer service standards.
• Analyze performance metrics and coach team members for improvement.

Skills

Customer Service

Sales Skills

Communication Skills

Conflict Resolution

Team Management

Education

Bachelor's degree in Business Administration

Bachelor's degree in Hospitality Management

Bachelor's degree in Communications

Tools

Hubspot Service

Job description

POSITION SUMMARY

We are seeking a dynamic Client Support Manager to lead a team of remote Support Specialists, ensuring an exceptional level of customer service is provided during all incoming and outbound client calls, emails and web form inquiries across the organization. Key responsibilities include analyzing performance metrics, managing scheduling for optimal support coverage, leading outbound sales initiatives, and coaching and developing remote team members to maximize lead conversion, client loyalty and retention. This individual should be eternally optimistic, possess impressive communication and sales skills, and have a passion for connecting with and serving others.

OBJECTIVES

• Ensure Excellence in Customer Service: Uphold the highest standards of service across all client interactions, including calls, emails, and web form inquiries, ensuring Support Specialists comply with company guidelines on service quality.
• Monitor Team Interactions and Provide Feedback: Regularly review calls and other correspondence between Support Specialists, salon team and clients to ensure quality control, assess team effectiveness, identify areas for improvement, and provide constructive feedback.
• Manage and Optimize Team Performance: Analyze performance metrics to assess team effectiveness, prepare weekly reports summarizing performance, and identify areas for improvement.
• Coach and Develop Team: Continuously train and develop team members in customer service, sales techniques, and product knowledge to maximize their potential and enhance client retention.
• Ensure Optimal Coverage and Schedule Management: Maintain adequate staffing and plan team schedules to ensure comprehensive support coverage during all business operating hours, accommodating peak times.
• Lead Outbound Sales Efforts: Drive outbound sales initiatives focusing on effective lead conversion to boost revenue and expand the client base.
• Expert Handling of Escalated Inquiries: Act as the highest point of contact for escalated client issues, ensuring complaints are resolved promptly and to the client’s satisfaction.
• Maintain In-depth Product and Service Knowledge: Ensure that Support Specialists are continuously informed about changes to company products, services, and policies to keep the team updated and knowledgeable.
• Foster Seamless Communication: Facilitate effective communication and collaboration between the support team and other departments to ensure alignment and unified service delivery.
• Drive Continuous Improvement: Identify opportunities to update or improve customer service procedures, make recommendations, and implement strategies focused on enhancing the quality of service and operational efficiency.
• Champion Company Values and Mission: Actively promote and embody the company’s values and mission in all client interactions and team management practices, ensuring remote team members are aligned with the company culture.
• Manage Point-of-Sale Software for Accuracy: Oversee the operation and functionality of the point-of-sale software, ensuring all parameters are accurate and data integrity is maintained.
• Other Duties as Assigned: Be adaptable and prepared to take on additional responsibilities as needed to support the evolving needs of the business, ensuring flexibility and responsiveness within the management role.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Business Administration, Hospitality Management, Communications, or a related field preferred.
• 2+ year sales experience required, preferably over the phone.
• 2+ years in a managerial role required.
• 1+ years managing a remote team required.
• Experience in Hubspot Service is preferred.
• Experience in customer service management, particularly in a call center setting, is helpful.
• Proven experience leading and developing teams, especially remote teams, is crucial.
• Experience in conflict resolution and customer complaint management, with a strong track record of de-escalating situations and retaining clients.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 lbs at times.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Slick Rock Tanning & Spa recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.