Customer Care & Booking Specialist (Med Spa) : Assist

Role Summary

We are seeking two high-trust team members who will be the first point of contact for our med spa. You’ll handle inbound calls, online leads, DM/text inquiries, and appointment bookings across three locations, ensuring fast responses, accurate scheduling, and a great client experience.

You’ll also collect deposits and keep owners updated via simple KPI reports.

Core Responsibilities

● Phone Triage & Scheduling

○ Answer inbound calls promptly; consult service menus; book, reschedule, or cancel appointments across locations.

○ Manage waitlists, confirmations, no-shows, and last-minute openings to maximize utilization.

● Lead Management

○ Monitor and respond to web leads, Instagram DMs, texts, and web chat; qualify prospects; convert to bookings.

○ Maintain lead logs/pipelines; follow up on pending inquiries and quotes.

● Payments & Deposits ○ Collect and record deposits/fees accurately; send payment links or process over the phone per SOP.

○ Flag failed/declined payments; coordinate re-attempts and reminders.

● Client Communication

○ Send pre- and post-appointment messages, prep instructions, and aftercare; escalate clinical questions appropriately.

● Front-Desk Admin (Virtual)

○ Update client records; document call outcomes; tag issues; summarize daily activity.

○ Adhere to escalation paths; surface repeat issues and CX opportunities.

● Tools & Channels

○ Communicate with the team via WhatsApp (and/or Slack) and follow existing internal processes.

○ Use spa booking/CRM and VoIP systems (training provided).

Must-Have Qualifications

● 3+ years in customer support/front desk, call center, clinic/spa, hospitality, or similar high-volume booking environment.

● Excellent spoken and written English; warm, professional phone manner; clear accent suitable for client-facing calls.

● Proven experience with omnichannel support (phone, email, SMS/DM, web forms).

● Strong attention to detail, integrity, and follow-through; can be trusted to work independently without micromanagement.

● Tech-savvy: fast learner with cloud apps; comfortable with VoIP, CRMs/booking platforms, and WhatsApp.

● Reliable home office setup: quiet workspace, high-speed internet, backup plan, and USB headset.

Nice to Have

● Med spa/clinic front desk experience (e.g., injectables, laser, aesthetics) and basic familiarity with service offerings.

● Experience with systems such as Vagaro, Mindbody, Zenoti, Boulevard, Fresha, Square, Aircall/RingCentral/Grasshopper.

● Basic payment/reconciliation workflows.

● Light social messaging etiquette for Instagram DM triage.

Schedule & Coverage

We’re hiring two Specialists to cover ~66 hours/week of business time with a daily overlap block for handoff and peak periods. Sample coverage models (pick one or propose your own):

● Model A (Weekends Split):

○ Specialist A: Mon–Fri 9:00–17:00 PT + Sat 10:00–18:00

○ Specialist B: Mon–Fri 11:00–19:00 PT + Sun 10:00–18:00

● Model B (Alternate Weekends):

○ Both cover Mon–Fri (staggered 9–17 & 11–19); alternate Sat/Sun weekly.

● Model C (Rotate Long/Short):

○ Four 10-hr shifts + one short overlap day per specialist; weekends alternated.

Note: Daily 2-hour overlap required for handoffs, training, and peak demand.

Success Metrics (KPIs)

● Speed to Answer (Calls): ≥90% within 30–45 seconds

● Lead First-Response Time (DM/web/text): ≤10 minutes during business hours

● Booking Conversion: Target % of qualified inquiries converted to appointments

● Deposit Collection Rate: Target % collected on eligible bookings

● Show Rate & Utilization: Reduced no-shows/cancellations; fill open slots

● Accuracy: 99%+ error-free bookings, notes, and payments

● Client CSAT: Post-interaction rating or owner spot checks meeting target

Training & SOPs

● Onboarding will include scripts, FAQs, service cheat sheets, deposit/refund rules, escalation paths, and step-by-step booking/payment SOPs.

● Daily huddles during ramp; weekly KPI review with the account manager and owners.

Compliance & Standards

● Maintain confidentiality of client data; follow privacy/security SOPs appropriate for a med-spa environment.

● Use approved templates and brand tone; secure handling of payment information.

Compensation & Terms

● Full-time (40 hrs/week), remote, Pacific Time alignment required.

● Weekend availability is required (split or alternating per schedule model).

● Role managed jointly by the owners and Assist World account management (KPIs provided by the client).

$800 – $1,100 a month

Why Join Assist World?

100% REMOTE

$50 birthday bonus

$200 testimonial bonus

$300 tenure bonus every 6 months

$500 entry monthly raffle

NO TRACKER. NO PROBLEM