Client Experience Specialist - Naperville

About the role

As a Client Experience Specialist at Tricoci Salon & Spa, you will be the first point of contact for our clients and play a crucial role in creating a warm, welcoming, and seamless experience from the moment they walk through our doors.

Responsibilities

• Offer Personalized Care: Greet clients with warmth and professionalism, offer refreshments, guide them to specific service areas, and curate an overall experience aligned with their preferences and needs.
• Encourage Future Visits: Schedule clients for their next appointment at checkout, ensuring they continue to enjoy the benefits of our services.
• Achieve Key Performance Indicator (KPI) Targets: Success will be gauged through the achievement of objectives including rebooking rates, retail conversion, gift cards, etc.
• Champion the Brand: Embrace and embody the values and culture of Tricoci Salon & Spa, becoming a living ambassador of our brand.
• Seek Valuable Feedback: Gather insights from departing clients on their experience, showing our commitment to continuous improvement.
• Uphold Brand Standards: Ensure waiting areas, reception areas, and other spaces are maintained according to company brand standards.
• Facilitate Seamless Communication: Maintain an open line of communication with fellow team members and management, accurately logging messages into our system and ensuring timely communication between team members.
• Share Your Expertise: Educate clients on our services, retail products, and promotions, assisting clients in their selections and elevating their experience.
• Resolve Inquiries and Concerns: Skillfully address questions, fulfill requests, and resolve concerns, demonstrating your expertise and dedication to the client experience.
• Execute Transactional Procedures: Handle cash and credit transactions accurately and efficiently, ensuring strict adherence to established credit card/cash management protocols.

Requirements

• Minimum 1-2 years’ experience in a customer-facing role, preferably in a spa/salon, hospitality, or retail environment.
• Reservation experience a plus!
• Provide mobile customer experience (via headset and tablet) with strong communication and organizational skills.
• Ability to anticipate the needs of our clients, consistently going above and beyond to exceed their expectations.
• Thrive in a fast-paced environment, maintaining composure and attention to detail even during peak hours.
• Strong communication and interpersonal skills with an emphasis on active listening.
• Strong communication, excellent communication skills and organizational skills.
• Proficient in using computer systems and point-of-sale software.
• Passion for the beauty and wellness industry, with a genuine desire to create exceptional experiences for clients.
• Professional appearance and demeanor, representing the Tricoci brand with pride.
• Ability to work a variety of schedules including evenings and/or weekends.

Qualifications

Competitive pay, employee discounts (up to 90% off the Tricoci menu service pricing, 25-50% off retail and more!), growth opportunities within a diverse, inclusive and fun working environment, comprehensive health insurance including medical/rx (including virtual visits), dental, vision, life and disability, Critical Illness, Group Accident and Hospital Indemnity insurance available, Company matching 401(k) Plan, Wellness benefits including EAP with 5 free sessions (per situation), Paid Leave/Vacation.

Benefits

• Health insurance and 401(k) available after meeting eligibility requirements.