Call Center Representative - Wellness Facility

Job Overview:
We are seeking a motivated Virtual Call Center Representative to join our team. In this role, you will be responsible for reaching out to leads, booking appointments, and nurturing relationships. Your primary focus will be to make calls within 5 minutes of receiving a lead, manage various tasks between call sessions, and maintain clear communication with potential clients.

We are a wellness facility that focuses on helping our clients meet their wellness goals. Many people who express interest in our services, know very little about them. Our call center representatives need to be willing to learn and full understand the benefits of our services and who our services can help. Our services include: Infrared Sauna, Red Light Therapy, Cryotherapy, Compression Therapy, IV Drip Therapy, Intramuscular Shots, Mild Hyperbaric Oxygen Therapy, Facial Services: Hydrafacial, Kervive Hair Treatment, Neveskin Shape/Tone and Neveskin Facial, Jan Marini Facials and Peels.

Key Responsibilities:
Lead Outreach: Make outbound calls to leads within 5 minutes of receipt, aiming to book appointments and build relationships.
Appointment Scheduling: Efficiently schedule and confirm appointments with leads.
Nurturing Relationships: Develop and maintain positive relationships with leads through effective communication and follow-up.
Social Media Engagement: Respond to comments and messages on social media platforms.
Metrics Tracking: Monitor and track engagement metrics, lead-to-booking conversions, and other relevant KPIs.
Playbook Development: Update and create clear playbooks for talk tracks and FAQs to streamline call center operations.

Work Schedule:
Calling Hours: Monday to Friday, 9:00 AM - 11:00 AM and 4:00 PM - 6:00 PM (2 hours in the morning and 2 hours in the evening).
Administrative Hours: Between 11:00 AM and 4:00 PM, handle new leads, track metrics, respond to social media comments and messages, update playbooks and handle requested admin tasks.

Qualifications:
Excellent spoken and written English.
Excellent communication skills and a friendly, professional demeanor.
Ability to make calls promptly and manage time effectively.
Ability to connect well with clients and build professional relationships.
Experience with CRM tools and social media platforms is a plus.
Strong organizational skills and attention to detail.
Self-motivated to take the initiative on completing necessary down-time tasks.
Experience and knowledge of wellness services such as IV Drips, Cryotherapy, Red Light Therapy, mild Hyperbaric Oxygen Therapy and Esthetician services is a plus.

If you are enthusiastic about building relationships and driving results, we’d love to hear from you!