Guest Relations Specialist

Overview

Guest Relations Specialist

Guest Relations Specialist is responsible for aiding customers of franchised locations with their customer experience concerns, in service of the Massage Envy network. You will interact directly with customers of franchised locations and provide support to develop and retain customer relationships with our brand. You will be part of a unique team who skillfully engages and promptly assists the Massage Envy community, including the franchised locations’ management staff, as well as external and internal corporate partners, all while aligned to the Massage Envy Brand goals of service excellence.

Essential Functions

• Manage individual customer concerns to help ensure timely resolutions
• Oversee inquiries and complaints submitted via phone and email by customers of franchised locations
• Manage challenging conversations with professionalism and poise, displaying empathy and care that are aligned with Massage Envy’s purpose, vision, and values
• Consistently deliver on daily expectation of managing personal workload as it relates to the team’s ongoing production goals
• Observe vigilance and responsiveness with incidents requiring immediate escalation
• Provide timely feedback to regional leadership teams, franchisees, and franchised locations regarding customer complaints
• Cross-functional training will prepare you to support Guest Relations’ multiple responsibilities
• Support consumer privacy requests in accordance with privacy laws (e.g. CCPA)
• Support franchised locations with processing membership and service transfers
• Support other teams with research requests as needed
• Collaborate and contribute to ongoing process improvement which serves the network and the overall operational success of the franchised locations.
• Identify and document recurring issues in customer concerns and collaborate with the Guest Relations Manager to explore solutions with appropriate internal partners, as necessary
• Collaborate with Guest Relations team of peers and seek guidance from management to ensure we remain transparent and supportive of one another, the network, and our partners
• Collaborate with Guest Relations Team and Manager to evaluate current and existing processes for areas of opportunity and process improvement
• Share best practices with the goal of providing insight which can be shared with National Operations

Education, Experience, and Skills Required

• Associates degree or equivalent work experience
• 3 years’ experience in customer service 
• Strong written, verbal, and interpersonal communication skills 
• Ability to speak fluently and assertively under stress  
• Ability to handle conflict and work well under pressure 
• Ability to analyze, problem-solve and manage multiple projects 
• Ability to interact cooperatively and work as a team toward a common goal 
• Ability to prioritize and effectively manage time 
• Detail-oriented with a strong customer focus
• Proficient with Microsoft Suite products 
• Experience with Massage Envy specific computer/web-based platforms (a plus)
• Franchise Experience (a plus)
• Flexibility and willingness to work occasional weekends

Massage Envy Franchise LLC Benefits

Hybrid work model, flexible work from home options available.

In addition to a great work environment, Massage Envy Franchise LLC offers Medical, Dental and Vision Benefits.  Paid Life Insurance and 401K, generous paid holidays, vacation, and sick time.   At Massage Envy Franchising, LLC, we believe in helping people feel their best through total body care—a mission that touches everyone. And we know that investing in uniquely talented, fiercely passionate people is the key to achieving it. We work hard, we have fun, which is a key part of helping employees feel their best!  

Massage Envy Franchising, LLC is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual origin, age, disability, genetic information, pregnancy or any other protected characteristic outlined by federal, state, or local laws.

Telecommute

Remote Type