Job Title: Client Experience/Sales Specialist
Location: Louisville, CO
Reports To: Practice Manager
Compensation: $23.00 - $25.00
Schedule: Full Time, Tuesday through Saturday
Job Type: On-site
Position Overview: This position is responsible for promptly responding to incoming phone calls and digital leads, converting leads to consultations and appointments, performing a wide range of lead and sales generation activities, ensuring continuity of care throughout the patient life cycle and always ensuring a 5-star experience.
Success Metrics (KPI’s):
Number of repeat clients per day - 85% of total clients
Number of converted quotes/treatment plans - 75% conversion rate
Returning client retention rate - 75% of existing clients return in 90 days
Number of returning client leads converted to appointments - 85% conversion rate
Responsibilities:
Client Communication
Primary contact for existing clients at the local level
Mastery of client communications through phones, text, email
Perform phone consultations and sales
Serve as regional back-up to other Client Experience Specialists as needed (across company locations)
Adhere to brand communication standards
Client Experience
Master the delivery of a 5-Star experience
Maintain expert knowledge of company and industry services and products
Continuously monitor, analyze and improve client experience
Participate on Raving Fans committee
Client Account Management & Scheduling
Answer phones, texts, and digital leads promptly and efficiently
Book and change appointments
Perform appointment confirmations
Optimize schedule and ensure minimum daily productivity of 85%
Collect payments and deposits and ensure client compliance with appointment and payment policies
Provide timely and accurate account information to patients
Re-book no shows and cancellations
Client Nurture
Convert inquiries to consultations and appointments through establishing relationships
Provide exceptional client education and develop client educational tools and systems
Assist with and optimize loyalty and financing programs
Deploy and maintain follow-up systems
Communicate pre and post treatment instructions to patients
Pre-book future appointments and treatment plans, ensure clients stay on schedule
Perform targeted re-marketing to increase number of visits per year and overall spend per year
Internal Sales
Convert existing client inquiries and leads to appointments and purchases
Convert open quotes to appointments and purchases
Create and maintain current and robust before and after photo library
Develop and maintain client recall and upsell systems
Increase sales through client utilization of membership and loyalty programs and prepaid packages
Administrative
Report on critical KPIs and client purchasing activities
Implement and maintain software programs
Provide training for other team members
Qualifications:
Minimum 2 years of direct to consumer sales experience
Minimum 2 years of experience in digital sales/marketing
Experience in the aesthetics, beauty, spa, or salon industry
Experience with CRM and lead management software