MASTER PROFILE: Guest Relations Center Associate

About European Wax Center

European Wax Center®, a leading beauty lifestyle brand franchise founded in 2004 by the Coba brothers, offers guests a full suite of waxing services, as well as a proprietary line of beauty products in the skincare, body, and brow categories. EWC provides guests with a modern environment for a comfortable and luxurious experiences, which is focused on EWC’s vision of Revealing Beautiful Skin®, through exceptional services by professionally trained and certified waxing experts. So confident in the experience, EWC offers first-time guests a free wax on some of its most popular services. EWC prides itself on its unique franchise business model, and its network of more than 700 centers across the U.S.

For more information about EWC or to inquire about a franchise, visit: http://www.waxcenter.com

The Scoop

This position is responsible for providing a lasting and engaging phone experience for our guests by booking reservations, confirming reservations, and handling guest concerns.

A Day in the Life

• Deescalates upset guests and offers a resolve to their concern when unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource.
• Followed up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Handles confidential information, including guest contact information, with a high degree of integrity
• Books guests’ reservations accurately and efficiently while providing an excellent guest experience
• Confirms reservations by calling guests 1-2 days before the guests’ reservation
• Identifies new guests and creates new guest profiles by acquiring guests’ contact information and explaining center policies, such as the medication and late policy
• Answers guests’ questions and provides necessary resources for the guest to find answers in the future.
• Ensures desk area and equipment are clean and in good working order at end of shift.
• Notifies Guest Relations Center Manager of any questions or concerns presented by guest or the team.

What Sets You Apart

• Ability to be friendly and engaging on the phone with guests.
• Ability to focus on phone calls in a fast paced environment
• Ability to handle escalated calls with confidence and professionalism.
• Ability to build effective relationships with guests and all levels of professionals; must have good interpersonal skills.
• Ability to prioritize work effectively.
• Strong verbal communication skills.
• Ability to receive constructive feedback from team and management
• Must be able to work well with the team.
• Must be dependable and reliable
• Must have flexibility to meet shift requirements
• Must be a team player and pick up shifts, if needed

Education and Experience

• High school diploma required.1-3 years of experience in retail environment preferred

Compensation

• $15 per hour plus bonus and incentives