CALL CENTER & CLIENT SERVICES REPRESENTATIVE

Locations: Maison Aqua Spa

Employment Type: Full-Time / Part-Time

Department: Call Center / Client Services

Reports to: Management

POSITION OVERVIEW

We are looking for a qualified, friendly, organized, and sales-oriented Call Center & Client Services Representative to join our team at Maison Aqua Spa.

This position is responsible for creating an exceptional experience for clients from their very first phone call. You will be responsible for answering incoming calls, responding to client inquiries, booking appointments, recommending services and packages, following up with clients, and helping increase bookings and sales.

The ideal candidate is confident on the phone, enjoys speaking with people, has strong customer service and sales skills, and is able to multitask in a rapid-paced spa environment.

KEY RESPONSIBILITIES

Client Service & Communication

- Answer incoming calls in a professional, warm, and welcoming manner.
- Respond to client questions regarding services, treatments, pricing, promotions, memberships, packages, and availability.
- Provide knowledgeable recommendations based on the client's needs and interests.
- Create a positive and professional client experience during every interaction.
- Handle client concerns, questions, and complaints professionally and elevate issues to management when required.
- Maintain a high level of professionalism and confidentiality at all times.

Appointment Booking & Scheduling

- Book, modify, confirm, and reschedule client appointments.
- Optimize schedules by filling cancellations and available appointment times.




- Recommend additional services or treatments when appropriate.
- Help maximize bookings across both Maison Aqua Spa and Nuance Medi Spa.
- Contact clients when appointments become available due to cancellations.
- Follow up with clients who have inquired about services but have not yet booked.

Sales & Revenue Growth

- Actively promote spa services, packages, memberships, gift cards, and promotions.
- Identify opportunities to increase sales through service recommendations and upgrades.
- Convert phone inquiries into confirmed appointments.
- Follow up on leads and potential clients.
- Encourage clients to return and book future appointments.
- Support management initiatives designed to increase bookings, client retention, and overall revenue.
- Meet or exceed established booking and sales targets.

Client Follow-Up

- Follow up with recent clients after their first visit when appropriate.
- Contact existing clients who have not visited recently.
- Promote seasonal promotions, new services, special events, and packages.
- Maintain accurate client notes and information in the booking system.
- Assist with client recall and rebooking campaigns.

Administrative & Team Support





- Maintain accurate client information and appointment records.
- Communicate important client information to Reception, Spa, and Management teams.
- Assist with daily call lists, follow-ups, promotions, and other administrative tasks.
- Work closely with management to identify opportunities to improve the client experience and increase sales.
- Follow all company procedures regarding client communication, booking, cancellations, payments, and confidentiality.

QUALIFICATIONS & EXPERIENCE

- Previous experience in a call center, customer service, reception, hospitality, spa, hotel, medical spa, clinic, or sales environment is an asset.
- Excellent verbal communication and interpersonal skills.
- Professional and confident telephone manner.
- Strong sales and customer service skills.
- Ability to confidently recommend services and close bookings.
- Strong organizational and multitasking abilities.
- Ability to remain calm and professional in a busy environment.
- Comfortable working with booking and computer systems.
- Strong attention to detail.
- Excellent English communication skills; French is an asset.
- Ability to work independently while also being an effective team player.
- Previous spa, hotel, luxury hospitality, or medi-spa experience is considered a strong asset.

PERSONALITY & ATTRIBUTES

We are looking for someone who is:

- Warm, friendly, and welcoming
- Confident and professional on the phone
- Sales-driven and motivated by results
- Positive and energetic
- Highly organized
- Reliable and punctual
- Patient and solutions-oriented
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📌 Call Center (Dollard-Des Ormeaux)
🏢 Maison Aqua
📍 Dollard-Des Ormeaux