Call Center Representative
Woodhouse, Carmel, IN, United States
Call Center Representative
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 interactionhelping 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 Compensation: $15.00 - $20.00 per hour We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Passion Meets Purpose at Woodhouse At Woodhouse, we provide self-care that lasts. We believe that wellness and luxury should be accessible, and our customizable treatments and relaxing atmosphere provide the opportunity for our guest to feel revived and renewed long after they leave us. Are you a spa professional looking to make an impact in the wellness of others? Join us at Woodhouse where you'll share your craft in a luxury environment with ample opportunity for growth. Founded in 2001, Woodhouse is a premier spa franchise with a fresh approach to self-care. Offering signature massages, facials, body treatments, rituals and more, we provide guests a holistic approach to wellness that lasts long after they leave the spa. With 85+ locations nationwide, we are the gold standard of neighborhood spas, powered by our commitment to an unparalleled spa experience that focuses on total well-being. This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this location should be made directly to the franchisee.
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 interactionhelping 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 Compensation: $15.00 - $20.00 per hour We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Passion Meets Purpose at Woodhouse At Woodhouse, we provide self-care that lasts. We believe that wellness and luxury should be accessible, and our customizable treatments and relaxing atmosphere provide the opportunity for our guest to feel revived and renewed long after they leave us. Are you a spa professional looking to make an impact in the wellness of others? Join us at Woodhouse where you'll share your craft in a luxury environment with ample opportunity for growth. Founded in 2001, Woodhouse is a premier spa franchise with a fresh approach to self-care. Offering signature massages, facials, body treatments, rituals and more, we provide guests a holistic approach to wellness that lasts long after they leave the spa. With 85+ locations nationwide, we are the gold standard of neighborhood spas, powered by our commitment to an unparalleled spa experience that focuses on total well-being. This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this location should be made directly to the franchisee.