Client Experience Coordinator

This job is posted for Great Many via Parallel

ROLE OVERVIEW

As Client Experience Coordinator at Great Many, you are the first and last impression of our clients. You have a natural hospitality-orientation, a warm and welcoming demeanor, and find joy in helping others find their way, either in-person or digitally.

In this role, you are responsible for the front-of house of our studio/clinic experience. In addition to setting the tone with clients, you are a helpful hand with our clinical team, ensuring the studio and its team are set up for success. You have a curiosity for the hair growth/aesthetics industry and a passion for being a part of helping others look and feel their best.

Hospitality & Client/Operations Flow

• Be The Face. Serve at and be stationed at the front-of-house to 'be the face' and set the tone for the brand's experience, including succinctly explaining who we are and what we do.
• Choreographing & Owning The Client Experience. Exhibit best practices across all touchpoints – warm greetings and space tours, managing client flow, checking out clients, and navigating any tricky situations
• Coordinating with Clinicians. Support our clinicians by ensuring the day and client flow runs smoothly
• Perform Opening/Closing Duties to prepare the clinic for daily operations, ensuring all areas are clean, organized, and fully stocked.

Client Services (CX)

• Client Scheduling. Manage the booking platform (Boulevard) to optimize the schedule for the business and handle day-to-day client scheduling needs.
• Client Follow-Ups/Inquiries. Be the interface between clients and clinicians for follow-up questions, instructions, etc. and help build FAQs and processes for frequently requested information. Manage inbound email inquiries to the general inbox, including ecommerce inquiries.
• Lead Follow-Up. Work with leadership on follow-up processes with interested inbound leads to answer client questions and help convert clients.
• Client Care Management. Assist clients in processing medication refill requests, ensuring accuracy and timely completion. Manage package renewals, providing clear guidance and support to clients throughout the process.
• Continuous Improvement. Contribute to the development of our ways of working to make us more efficient, provide a better experience for clients and team members, and drive the business more effectively.

Special Projects & Events

• Special Projects. Work closely with the founders/Clinic Manager on special projects as the business developments that may include launch of new services or assistance with growing e-commerce needs.
• Events. Occasionally help staff and execute local partnerships and events set up by marketing to drive Studio business.

HOW YOU SHOW UP

We've intentionally created a unique workplace for both our team and our clients – especially in a category that can feel clinical or overwhelming for clients.

• You are hospitality-oriented, and understand how people feel matters as much as the 'what' of what we do, both with our team and our clients
• You are a clear communicator, able to relate to clients, clearly explain protocols, pricing, packages, etc. and deftly handle any issues
• You have a positive attitude in the face of change, newness, and problem solving that comes with a new business
• You are a creative problem solver when it comes to figuring out new and improved ways for us to operate and find our stride
• You are a constant learner with a growth mindset, always seeking continuing education, new learnings, and professional development

EXPERIENCE & REQUIREMENTS

• 2+ minimum years of experience functioning as front office/medical receptionist in a medspa, medical office, boutique fitness, or spa environment; dermatology/hair experience a plus but not a must
• Must be able to work one weekend day; hours may change based on business needs

DETAILS

• Competitive base salary
• 3-weeks of Paid Time Off (PTO)
• Health, Dental & Vision Coverage
• FSA & Commuter Benefits
• Great Many Products & Services Discounts

Great Many is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

Job Type: Full-time

Pay: $ $25.00 per hour

Work Location: In person