About This Role
This role is essential in providing excellent customer service and ensuring the smooth operation of the front office for a veteran-owned wellness business. The ideal candidate will possess strong administrative skills, be proficient in various office software, and have a welcoming demeanor that enhances the experience of clients and visitors.
Responsibilities
- Greet clients warmly and manage check-in/check-out via Fresha POS system
- Answer phones, respond to emails, and handle inquiries via text and social media
- Schedule appointments and manage the booking calendar
- Process payments (cash, card, Google Pay, Apple Pay, Zelle)
- Complete new client intake forms and waivers
- Explain protocols, services, and safety guidelines to first-time clients
- Handle cancellations and apply appropriate fees (25% late, 50% no-show)
- Notify clients of package expiration (4 weeks and 1 week reminders)
- Maintain organized client records in Fresha
- Prepare and monitor Fire & Ice sessions (infrared sauna + cold plunge)
- Set up and guide clients through red light therapy
- Operate Normatec 3 compression therapy equipment (legs/hips)
- Check and document sauna and cold plunge temperatures before each session
- Monitor client safety and comfort during sessions
- Time-manage multiple clients simultaneously
- Respond to client discomfort or concerns during treatments
- Actively upsell memberships, packages, and retail products
- Educate clients on membership benefits
- Promote service packages
- Recommend retail products
- Track sales and client retention metrics in Fresha
- Support promotional campaigns and seasonal offers
- Sanitize all surfaces and equipment before and after each session
- Follow daily and weekly cleaning checklists
- Test cold plunge chlorine levels weekly
- Replace cold plunge filters every 1-2 months (as directed)
- Maintain inventory of cleaning supplies and retail products
- Restock treatment rooms with towels, goggles, and amenities
- Report equipment malfunctions or maintenance needs immediately
- Ensure facility is presentable and welcoming at all times
Requirements
- High school diploma or equivalent
- 1+ years customer service experience (wellness/fitness industry preferred)
- Excellent communication and interpersonal skills
- Comfortable with technology (POS systems, scheduling software, basic troubleshooting)
- Ability to multitask and manage time effectively in a fast-paced environment