Guest Services Support Manager

DO WHAT YOU LOVE, LOVE WHAT YOU DO
Our mission at Aveda is to care for the world we live in, from the products we make to the ways in which we give back to society. At Aveda, we strive to set an example for environmental leadership and responsibility, not just in the world of beauty, but around the world. ~ Horst Rechelbacher

Who We Are:

Do What You Love – Love What You Do. Founded in 2004, Nurtur Aveda is a community of professionals dedicated to environmental responsibility and developing future leaders in the world of beauty and wellness.

Responsibilities: 

• Uphold the Nurtur Core Values and Behaviors and Aveda Success Factors


• Oversee and manage customer service for Institute and Salon guests through various support center functions, including conducting inbound and outbound calls, texting, and more.


• Lead a team of professionals, guiding them in providing exceptional customer service, resolving inquiries, and ensuring a positive experience for Institute and Salon guests.


• Implement and maintain a meticulous and up-to-date Customer Relationship Management (CRM) system to ensure accurate records and efficient communication with guests.


• Demonstrate a commitment to unparalleled customer service by personalizing all communications with guests, taking ownership of the conversation outcomes, and ensuring positive outcomes.


• Stay informed about Institute and Salon services, products, and promotions to provide guests with accurate information and personalized recommendations.


• Identify and coach the team on opportunities to upsell salon services and retail products, contributing to revenue growth and guest satisfaction.


• Serve as a communication bridge between guests and Institute and Salon staff, conveying special requests, preferences, and feedback to ensure a personalized experience.


• Lead and participate in daily and weekly accountability meetings with the Guest Services Support Team.


• Proactively influence and enhance team performance by driving key metrics and success factors through a commitment to setting high standards.


• Demonstrate exceptional proficiency in fostering collaborative teamwork and instilling a culture of accountability and ownership.


• Actively mentor and coach team members with respect to their responsibilities, conducting regular skill-building sessions to enhance their knowledge of Institute and Salon services, customer engagement techniques, and effective problem-solving strategies.


• Communicate effectively and consistently with the Director of Business Operations.


• Perform duties as assigned and/or required to meet business needs.


• Abide by all other Nurtur policies and procedures as outlined in the Team Member Handbook and Code of Conduct. 
  

Minimum Requirements: 

• High school diploma or GED equivalent; Bachelor’s degree preferred.


• Prior work experience in a contact center or sales role preferred.


• Exhibit self-direction, initiative, resourcefulness, and follow-through with the ability to work at a fast pace and handle multiple tasks and projects at the same time.


• Excellent interpersonal, communication, and presentation skills.


• Demonstrate extreme professionalism and confidentiality in manner, dress, and conduct.

Travel Requirements: The team member in this position must be able to travel locally to events and for out-of-state training as necessary.

Physical Demands and Work Environment: 

• Sit at a desk with a computer for up to eight (8) hours per day.


• Use hands to handle objects and reach with hands and arms.


• Walk, sit, stand, balance, stoop, speak, and hear.


• See a computer screen and read paper and electronic documents.


• Occasionally lift and/or move objects up to 30 pounds.


• Tolerate a minimal to moderate noise level typical of a corporate office setting.

Equal Opportunity Employer: Nurtur Holdings LLC is an Equal Opportunity Employer. All employees and applicants are covered by federal and state laws designed to safeguard employees and job applicants from discrimination on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non-merit-based factors. Consistent with these obligations, Nurtur also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

If this is the Culture you believe in, then this is the place to apply!