PS Salon & Spa is the nations largest and leading Salon & Spa provider for 1500 retirement communities in 37 states. With 2000 employees and growing we need you! Full Time in our Downtown Cleveland office with a Hybrid Remote Work Schedule and Flexible start/stop hours, parking provided, full health, vision, dental, life benefits, 401k, paid time off and paid holidays.
A Virtual Salon guide serves as an Consultant and Internal Call Center Representative supporting PS Salon & Spa team members. Analyzing data and proactively contacting employees to elevate their business knowledge. This role involves managing inbound inquiries from team members, resolving concerns, providing effective solutions, and ensuring overall employee satisfaction. Additionally, it requires conducting outbound communications with team members, leveraging data-driven insights to support business expansion. By providing dedicated virtual support and fostering proactive engagement, the Virtual Salon Guide will be instrumental in transforming company operations and improving employee satisfaction, ultimately driving financial growth.
Key Duties and Responsibilities of a Virtual Salon Guide:
- Effective and Timely Communication: Respond promptly and professionally to inquiries, complaints, and concerns via our virtual communication channels on Microsoft Teams.
- Providing Solutions: Resolve team members’ issues by understanding their needs, troubleshooting problems, and providing appropriate solutions. Identify and escalate complex or unresolved issues to specialized departments as needed.
- Business & Systems Knowledge: Gain comprehensive knowledge of PS Salon & Spa operations, systems, and tools to efficiently support team members. No prior experience in the Salon industry is required(but valued), as full training will be provided to build expertise.
- Maximizing Client Growth: Analyze and deliver key metrics to team members, helping them optimize their time and assist in identifying strategies to maximize client count.
- Deliver Actionable Data: Leverage internal systems and dashboards to identify growth opportunities and deliver actionable insights to team members that boost revenue streams.
- Documentation & Record Keeping: Keep accurate records of all interactions, comments, and complaints in the system. Conduct follow-up calls to confirm issue resolution and ensure suggested solutions are implemented, contributing to continuous success.
- Employee Relationship Management: Build and maintain strong relationships with team members through proactive and helpful assistance.
- Policy & Compliance Adherence: Ensure compliance with company policies, guidelines, and regulatory requirements.
Required Skills:
- Excellent Communication Skills: Ability to communicate clearly and listen actively to understand team members’ needs, maintaining a positive and helpful tone.
- Problem-Solving Skills: Capable of identifying issues and implementing effective solutions.
- Computer Proficiency: Comfortable using a computer and Microsoft 365 programs. Basic Excel skills are required.
- Data Interpretation Skills: Ability to analyze and interpret data to identify trends, optimize performance, and drive informed decision-making.
- Multitasking: Efficiently manage multiple tasks simultaneously, such as assisting team members while analyzing data or updating records.
- Attention to Detail Ensure accuracy in data entry and maintaining records and adhering to the defined processes.
A Successful Virtual Salon Guide Will Be Curious, Self Aware, Present, Patient and Empathetic, Data-driven, Skilled in both Proactive and Reactive communication. Passionate about contributing to the growth of the largest salon company in the world.
