Call Center Representative
The Woodhouse Spas Corporation, Carmel, IN, United States
Benefits
401(k) Employee discounts Flexible schedule Health insurance Paid time off The Call Center Representative serves as the first point of contact for Woodhouse Spa guests, providing warm, professional, and knowledgeable assistance over the phone. This role is essential to creating the Woodhouse experience from the very first interaction—helping guests book appointments, understand service offerings, and ensure smooth communication with the spa team. The ideal candidate is service-driven, detail-oriented, and thrives in a fast‑paced, hospitality‑focused environment. Key Responsibilities
Answer all inbound calls promptly and courteously following Woodhouse Spa standards. Provide detailed information on services, availability, and pricing. Confidently handle guest questions, concerns, and special requests. Schedule appointments accurately using the spa booking software. Maximize appointment book efficiency through intelligent scheduling and service pairings. Confirm, modify, and cancel reservations as requested while maintaining professional rapport. Promote service enhancements, spa packages, and special promotions. Support gift card sales through outbound calls or guest inquiries. Maintain accurate guest records and notes in the system. Assist with outbound calls for confirmations, reschedules, and follow‑ups. Support front desk and management teams as needed for guest coordination. Key Performance Indicators (KPIs)
Performance and Service Quality
Call Response Time:
90% of calls answered within 3 rings. Call Abandonment Rate:
Less than 5%. First Call Resolution:
85% of guest inquiries resolved on the first call. Sales & Booking
Booking Conversion Rate:
Minimum 75% of inquiry calls converted into appointments. Retail / Enhancement Promotion Rate:
Offer enhancement or retail add‑on during at least 80% of service booking calls. Gift Card Sales:
Meet or exceed monthly revenue goals as established by management. Professionalism & Team Support
Attendance & Punctuality:
98% reliability rate. Training Participation:
Attend all required team meetings and training sessions. Qualifications
Previous experience in hospitality, spa, salon, or luxury service call center preferred. Excellent communication and active listening skills. Strong attention to detail and multitasking ability. Proficiency in scheduling software Meevo. Friendly, composed, and professional demeanor under pressure. Benefits
Competitive hourly rate with performance incentives. Spa service and retail discounts. Growth opportunities within the Woodhouse Spa network. Supportive, team‑oriented culture focused on guest and employee well‑being. Healthcare, dental, and PTO. Job Type
Full‑time Benefits
Dental insurance Health insurance Paid time off Ability to Commute
Carmel, IN 46032 (Required) Ability to Relocate
Carmel, IN 46032: Relocate before starting work (Required) Work Location
In person
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401(k) Employee discounts Flexible schedule Health insurance Paid time off The Call Center Representative serves as the first point of contact for Woodhouse Spa guests, providing warm, professional, and knowledgeable assistance over the phone. This role is essential to creating the Woodhouse experience from the very first interaction—helping guests book appointments, understand service offerings, and ensure smooth communication with the spa team. The ideal candidate is service-driven, detail-oriented, and thrives in a fast‑paced, hospitality‑focused environment. Key Responsibilities
Answer all inbound calls promptly and courteously following Woodhouse Spa standards. Provide detailed information on services, availability, and pricing. Confidently handle guest questions, concerns, and special requests. Schedule appointments accurately using the spa booking software. Maximize appointment book efficiency through intelligent scheduling and service pairings. Confirm, modify, and cancel reservations as requested while maintaining professional rapport. Promote service enhancements, spa packages, and special promotions. Support gift card sales through outbound calls or guest inquiries. Maintain accurate guest records and notes in the system. Assist with outbound calls for confirmations, reschedules, and follow‑ups. Support front desk and management teams as needed for guest coordination. Key Performance Indicators (KPIs)
Performance and Service Quality
Call Response Time:
90% of calls answered within 3 rings. Call Abandonment Rate:
Less than 5%. First Call Resolution:
85% of guest inquiries resolved on the first call. Sales & Booking
Booking Conversion Rate:
Minimum 75% of inquiry calls converted into appointments. Retail / Enhancement Promotion Rate:
Offer enhancement or retail add‑on during at least 80% of service booking calls. Gift Card Sales:
Meet or exceed monthly revenue goals as established by management. Professionalism & Team Support
Attendance & Punctuality:
98% reliability rate. Training Participation:
Attend all required team meetings and training sessions. Qualifications
Previous experience in hospitality, spa, salon, or luxury service call center preferred. Excellent communication and active listening skills. Strong attention to detail and multitasking ability. Proficiency in scheduling software Meevo. Friendly, composed, and professional demeanor under pressure. Benefits
Competitive hourly rate with performance incentives. Spa service and retail discounts. Growth opportunities within the Woodhouse Spa network. Supportive, team‑oriented culture focused on guest and employee well‑being. Healthcare, dental, and PTO. Job Type
Full‑time Benefits
Dental insurance Health insurance Paid time off Ability to Commute
Carmel, IN 46032 (Required) Ability to Relocate
Carmel, IN 46032: Relocate before starting work (Required) Work Location
In person
#J-18808-Ljbffr