Client Experience Representative

Client Experience Representative Duties and Responsibilities:

Timely handle tasks such as appointment bookings, client questions, feedback and follow-up. Ensure timely responses over email, text, online messages and phone.

Regularly communicate with your colleagues, including management, providers and front office staff. Written communications using slack and email are generally preferred however phone communications are sometimes required.

Handle software for client transactions, project management and communications.

Maintain a warm, inclusive and professional atmosphere for colleagues and clients.

Events Duties and Responsibilities:

Serve as a point of contact for clients and vendors during in-studio and off-site events.

Timely handle tasks such as appointment bookings, client questions, deposits, organization, and follow-up. Ensure timely responses over email, text, online messages, and phone.

Assist with event setup and breakdown, including dcor, supplies, refreshments, and promotional materials.

Confirm event logistics and coordinate client communications (reminders, directions, intake forms, etc.).

Welcome and guide event participants, ensuring they feel informed, cared for, and supported.

Track attendance and post-event client feedback to support continuous improvement.

Ensure all event-related procedures align with studio policies, safety guidelines, and brand values.

Facility and Policies

Timely manage client feedback, follow-up interactions and documentation using company software, email, online platforms, text and phone.

Thoughtfully consider client feedback then share anonymized feedback and solutions with colleagues to further the constant improvement of the brand.

Ensure current and new directives are implemented and followed.

Staff and Client Service:

Identify, assess and meet client expectations to achieve a 10/10 client experience.

Address requests from clients and colleagues in accordance with spa's objectives and policies.

Schedule and manage appointments for returning clients and VIP guests.

Build relationships and trust with clients through transparent and warm communication.

Provide accurate and complete information to clients.

Handle client feedback, provide timely solutions and follow up to ensure a resolution.

Document client interactions, accounts and internal project management software.

Be a positive example by always putting extra effort to engage clients, colleagues and ensuring a 10/10 client experience.

Meet client experience targets, goals and further the brand.