Nights And Saturdays Guest Service Specialist

Nights And Saturdays Guest Service Specialist

Job Title: Guest Service Specialist

Job Family: Corporate Office

Reports To: Guest Service Manager

Job Overview

At Beaches Tanning Center, we're dedicated to creating a welcoming experience for every guest. We're looking for an enthusiastic, high-energy professional to support our Guest Service Manager in ensuring that guests leave happy and cared for.

In this role, you'll assist store employees by phone and email with guest questions and concerns, provide guidance and training when needed, and help resolve issues quickly and professionally. Success in this position means staying calm under pressure, thinking on your feet, and responding with empathy and positivity.

If you're friendly, solution-oriented, and passionate about delivering outstanding service, this role is a great opportunity to grow your skills while making a difference in the guest experience.

Key Responsibilities

• Deliver exceptional guest service by handling inquiries, complaints, and account issues via phone and email with professionalism and courtesy.
• Coach and support store staff on guest service best practices; escalate unresolved issues as needed to ensure timely resolution.
• Assist with technical troubleshooting related to the guest experience.
• Monitor and document guest complaints, employee performance concerns, and conduct service audits when necessary.
• Track and report same-month membership cancellations and accounts with improperly signed forms.
• Manage membership services, including account updates, cancellations, freezes, and employee perks.
• Lead guest satisfaction initiatives such as surveys, secret shoppers, and salon summary reports.
• Provide insight to store management and training teams to help prevent recurring guest issues.
• Respond to chargebacks and assist with follow-up documentation.
• Make outbound calls for soft collections and to resolve billing issues.
• Must be available to work the last day of each month until midnight, regardless of holidays.

Skills & Competencies

• Ability to remain calm and effective under pressure.
• Strong active listening and empathy skills.
• Excellent written and verbal communication.
• Strong organizational skills with the ability to prioritize, multi-task, and manage time efficiently.
• High attention to detail and accuracy.
• Professional appearance and behavior.
• Proven ability to resolve complex guest issues in a timely manner.
• Commitment to company policies, with a high level of integrity.

Requirements

• High school diploma or GED required.
• Strong computer and software skills.
• Minimum 1 year of customer service experience.

Ability to work up to 30 hours per week with some flexibility as well as nights and Saturdays.