Customer Service Manager

Overview

Where Better Careers Begin!

Are you a customer service superstar who wants to use your powers for good? Are you a natural problem solver?

A champion of empathy? Do you LOVE helping to guide others to be their happiest, healthiest self? We want to talk to you!

Schedule Requirements:

Must be available to work regular hours and to add occasional shifts as needed in order to stay up to date and current with member requests.

Massage Envy is the leader in making massage and skin care accessible to everyone. As a Customer Service Manager for the 3 ME Time locations, you'll help our clients through their Wellness Journey with Massage Envy by guiding them through hesitations, processing Wellness Program requests that allow valued members to customize their program through freeze and cancellation/service packs and encourage our client base to continue being committed to their wellness, and putting themselves first, even when life gets busy.

What We'll Accomplish Together

Day-to-Day:

Responsibilities:

Provide Outstanding Customer Service and help every client feel valued and understood.

Handle inbound client requests via voice, email, and text systems for all three locations. Process all incoming Wellness Program Requests within a timely deadline to ensure billing accuracy of our members.

Understand all the benefits of regular massage, skin care, and stretch.

Establish relationships with members and guests to grow and retain a client base. This can include connecting clients with service enhancements that truly offer them a customized experience and providing service providers with additional tools to allow them to make the most out of the time in service to help clients feel their best. Promoting the value of Total Body Care by educating clients on new and expanded services, selling the Massage Envy Wellness Program, booking clients for future services, and encouraging homecare retail purchases based on service provider recommendations.

Handle Customer Service complaints, comments, or concerns with empathy, compassion, and positivity. Analyze reporting and close out customer service tickets. Effectively resolve customer challenges while maintaining a safe and therapeutic environment.

Opportunities to train additional staff on customer service prevention and trends.

Be an Outstanding Champion and Leader in Client Care

Here's what's in it for you:

The rewards of the job go beyond the difference you'll make in the lives of members and guests.

We offer a culture of care that inspires you to be your best with:

Benefits that help you take care of you including company access to Dental, Vision, Hospital Indemnity, Short-Term disability, and Life Insurance options, employee self-care program provides you with access to FREE complimentary in clinic body and skin care services, PTO, employee referral bonus, generous service and product discounts along with an Employee Assistance Program.

A healthy compensation plan that rewards you for focusing on people and building strong relationships to help them feel their very best.

Additional earnings potential with commissions associated with service enhancements, memberships, and attrition.

A dynamic, energizing environment where you're consistently challenged, never bored.

Training to help you grow and refine your sales and customer service skills.

What it Takes to Succeed

Qualified Candidates:

Have a high school diploma (or equivalent), previous customer service or sales experience required, preferably in a personal service environment such as a spa, salon, or gym. Massage industry experience is a PLUS but not required.

Excellent communicator both written and verbal, strong organizer, critical thinker with computer skills, and the ability to multitask. Can reliably meet deadlines for member requests and respond to customer service complaints in a timely fashion.

Have great people skills and can establish positive relationships with clients. Must be able to have tough conversation in a professional and constructive manner.

Are supporters of total body care with knowledge of massage and skin care services.

If you're ready to lead the charge to help people feel their best, we can't wait to meet you.

• ME SPE Franchising, LLC ("ME SPE") is a national franchisor of independently owned and operated franchised locations. The franchisee for each individual franchised location, not ME SPE, Massage Envy Franchising, LLC ("MEF"), or any of their affiliates, is the sole employer for all positions posted for a location, and each franchisee is not acting as an agent for ME SPE, MEF, or any of their affiliates. Hiring criteria, benefits and compensation are set by each franchisee and vary by location.

Salary

$16 - $18 /hour