Lead Client Coordinator

Job Description

Job Description

Position Type: Full-time, hourly, non-exempt

COMPANY OVERVIEW: Since its beginning in 2004, Elase reshaped the aesthetics industry by creating a workplace that engages, elevates, and empowers its people. Just as our employees create an unforgettable experience for all who walk through our doors, we are committed to providing the benefits, pay, and development that allow you to have a great experience at work every day. We take immense pride in fostering an inclusive environment where all our employees can flourish and cultivate a culture of empowerment and mutual support.

JOB DESCRIPTION: The Lead Client Coordinator is a passionate supporter of our Elase Spas. This person is responsible for supporting the General Manager in ensuring the business is achieving operational excellence, consistent sales growth, and empowering employees to prioritize client experience. The Lead Client Coordinator is responsible for answering phones, scheduling clients, overseeing membership sales, and the end-to-end appointment flow. The Lead Client Coordinator is responsible for all nightly reporting, cash and transaction management, and the full client care experience. In addition, this position is responsible for onboarding, training, and elevating Client Coordinators while possessing an elevated fiscal responsibility in terms of client accounts and membership maintenance. This position reports to the General Manager.

EDUCATION AND EXPERIENCE:

· High school diploma required; associate degree or above preferred.

· 2+ years of customer service experience required.

· Experience in the aesthetics or beauty industry preferred.

· 6+ months in a Client Coordinator role at Elase preferred.

· 1+ year in a leadership or assistant leadership role preferred.

ESSENTIAL SKILLS AND ABILITIES:

· Excellent team player who thrives in a team environment.

· Superb multi-tasker with the ability to prioritize client experience while maintaining a high-level of accuracy.

· Excellent written, verbal, and interpersonal skills.

· Fluent in computer and phone skills; technical knowledge of various software and applications. (MS Office Suite, HubSpot, etc.)

· Ability to comfortably learn modern technologies quickly.

· Genuine interest in the aesthetics industry.

· Experience with Point of Sale systems required. Zenoti experience preferred.

· Experience in a medical office or MedSpa preferred.

RESPONSIBILITIES:

· Assist the General Manager in all aspects of spa operations: sales, client experience, employee training and onboarding, and administrative responsibilities.

· Assist the General Manager in meeting and exceeding monthly revenue targets.

· Monitor front-desk operations and identify key areas of training support, efficiency, and financial growth.

· Demonstrate leadership by providing best-in-class client service and driving sales.

· Oversee the full point-of-sale functions in the spa and support spa team with their questions.

· Answer all inbound communication and convert prospective inquiries into consultations.

· Maintain a highly professional work environment and adhere to all internal policies regarding medical privacy and compliance.

· Own the appointment lifecycle for clients including appointment reminders, check-in, cancellations, and rebooking.

· Oversee client membership maintenance including selling, addressing concerns, and being the subject matter expert for our membership model.

· Work directly with the General Manager to ensure sales goals and all key performance indicators are met.

· Create a welcoming environment for all clients, ensuring that our client service standards are met with every interaction.

· Support the spa with administrative and office tasks.

· Perform opening and closing procedures.

· Handle client concerns and escalations professionally; escalating as needed.

· Maintain an understanding of all products and services offered at Elase.

· Report any incidents regarding clients.

· Assist with other duties as assigned by management.

ADDITIONAL DETAILS:

· This position is in-person at one of our Elase Spas and requires an on-site presence each scheduled workday.

· Full time, ranging from 30-40 hours a week depending on the needs of the business.

· Must be available to work when our locations are open (including nights, weekends, and federal holidays).

· Must be available for occasional company-sponsored events and training.

· Must be able to sit for prolonged periods of time.

· 401k with company match.

· Paid Time Off and Paid Holidays.

· Affordable Health, Dental and Vision insurance with company contributions towards premiums.

· Company paid Disability and Life Insurance.

· Excellent free and discounted Spa services.

· Travel requirements are less than 5%, with occasional travel required to company-sponsored events and trainings.

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, we reserve the right to revise the job or to require that other or different tasks be performed. Elase is an equal opportunity employer of all qualified individuals, including minorities, BIPOC, LGBTQ+, veterans and individuals with disabilities.