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Client Relations Supervisor

2 months ago

Minneapolis, Minnesota, United States Juut Salonspa Full time
Overview
The Client Relations Supervisor plays a pivotal role in guiding, training, and directing the reservation center team at Juut Salonspa.

This position is essential in ensuring that the reservation team, including team leaders, achieves both the business goals and the customer service standards set by the organization.

In collaboration with the Director of Salon Operations, the Supervisor will develop customer service policies and procedures, ensuring alignment with Juut's overarching service objectives while partnering with salon management.

Key responsibilities include those outlined below, with a focus on creating positive and uplifting experiences for all clients and team members, serving as a resource for assistant managers and guest service teams, and upholding Juut's Daymaker philosophy.


CORE RESPONSIBILITIES
Daymaking
Embrace and embody the Company’s purpose, mission, values, beliefs, and guiding principles.

Be a dedicated expert:
Continuously seek knowledge, consistently serve clients, and uphold integrity.
Establish genuine connections; always be authentic, respectful, compassionate, and fully engaged.

Inspire excellence:
Strive to exceed expectations, providing each client with an unforgettable experience while maintaining enthusiasm and confidence.
Administrative Duties
Ensure precision in reservations through comprehensive training, updated resources, coaching, and one-on-one sessions.

Collaborate closely with salons to guarantee that booking data is regularly updated and accurate for reservation team members.

Maintain systematic processes for regular data collection.
Create monthly schedules and manage the reservation budget.
Analyze call volume statistics to identify efficiencies and areas for improvement.
Set a high standard for customer service over phone and text communications with clients and team members.
Enhance the customer experience through active participation and presence of the reservation team.

Impact salon productivity by ensuring the team focuses on accuracy, effective booking strategies, and high-level communication.

Encourage increased accuracy and completion of customer contact records through consistent information capture and file updates.
Assist in the recruitment, interviewing, hiring, training, development, and retention of reservation staff.
Establish clear daily goals related to marketing initiatives such as upselling and backfilling.
Provide constructive feedback to management regarding service opportunities or client concerns.

Act as a resource for guest service and salon management teams to ensure exceptional customer service is consistently delivered, including collaboration during client challenges and serving as the point of contact for resolutions.

Monitor and respond to customer feedback on various platforms, ensuring management is informed of celebrations and clients needing attention.
Salon and Technology Support

Oversee, address, and confirm the completion of emails submitted to the reservation team, either by responding directly or forwarding to the appropriate staff.

Manage logins and auto-replies for the texting platform.

Administer the phone system, ensuring voicemails, auto-attendant schedules, reporting, and access are accurately monitored and updated as necessary.

Ensure regular compilation of client surveys is consistently shared with salon management teams.
Training and Development
Regularly review training materials to ensure relevance and clarity in the curriculum.

Measure and drive reservation metrics, including waitlist maximization, add-on promotion usage, and reservation accuracy.

Leadership and Team Development
Continuously pursue self-development to stay informed on customer service, sales, leadership, and supervisory practices.
Identify and implement clear responsibilities beyond reservations to enhance the client experience.

Build and maintain connections between the reservation center and salons through experience in both areas, ensuring regular salon visits for the reservation team to keep them engaged with their impact.

Qualifications
Proven ability to lead teams with successful outcomes.
Balance – friendly and supportive while maintaining clear boundaries.
Ability to prioritize and manage multiple tasks.
Willingness to take initiative and lead, coach, and manage a team.
Experience in customer service management within the retail sector is advantageous.
Exceptional customer service skills.
Strong interpersonal and communication skills, both written and verbal.
Excellent organizational and time management abilities.
Strong negotiation skills.
Ability to adapt to change effectively.
Proficiency in computer systems, including point of sale and Microsoft Office.
Ability to interact positively and productively.
Commitment to company values.
Uncompromising integrity and ethical behavior.
Education/Training/Experience
Education:
High School Diploma or equivalent required.
2+ years of experience managing mid-large size teams preferred.
2+ years of call center experience preferred.
Physical Requirements
While performing the duties of this role, the employee will be required to:
Walk, sit, bend, and squat.
Communicate effectively.
Handle items by grabbing, pulling, or bending.
Lift and/or carry up to 20 lbs.
View items at varying distances.
Utilize computers for extended periods.
Working Conditions
General office environment.

Note:
Job descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a position. They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.