We are looking for outgoing and extraordinary call center representatives to join our inaugural team! This role will serve as a customer service liaison across a multitude of Level 5-owned health and wellness brands, including Heyday Skincare, Restore Hyper Wellness, and more. This role will primarily focus on reaching out to warm leads to schedule appointments and enroll them in membership programs, with a secondary focus on inbound customer service needs and lead follow-up.
The Customer Service Representative will work directly under the Contact Center Manager, coordinating frequently on a weekly basis to identify pain points from both the customer and Customer Service Representative's perspective. This role's mission is to drive growth in all franchise locations using the service in both the pre-sales and post-open phases of launch, while providing feedback on interactions and any internal processes to the Contact Center Manager for improvement.
What You'll Do:
- Frequently conduct outbound omnichannel outreach to warm leads to book appointments and offer membership packages.
- Provide inbound customer support via phone, text, email, and chat to help book appointments, complete enrollments for memberships, and answer customer service inquiries.
- Work directly with the in-store team when applicable to ensure a seamless customer experience.
- Provide concise, quality customer service in a professional and courteous manner, taking ownership of each interaction to see it to a successful conclusion
- Utilize various CRM systems to manage appointments and client interactions
- Maintains customer records by updating account information and documenting interactions in detail.
- Participate in weekly one-on-one coaching and strategy sessions to improve internal processes.
- Provide support to team members via chatroom when available.
- Contributes to the team effort to drive results for each brand and provide support to team members via chatroom when available.
- Work a flexible schedule subject to change, including weekends, nights, and certain holidays.
- Possible travel to visit franchise locations for brand-specific training.
What you Need:
- 1+ years' experience in customer service or retail, preferably in a remote contact center environment or in the wellness/beauty fields.
- Strong technical acuity to confidently perform basic troubleshooting independently and to learn how to navigate new software.
- Detail oriented with the ability to multitask and be agile in a fast-paced environment.
- Strong team player that is open to feedback
- Excellent verbal and written communication skills: able to present complex ideas in an accessible and engaging way.
- Excellent problem-solving skills.
- A consistent internet connection (20mbps download, 6mbps upload)
- Availability to work a minimum of one weekend day per week
What We Offer:
- Full-time team member positions available with consistent schedules
- Competitive wage of $19 per hour
- Comprehensive health insurance plans for full-time team members
- A career path with growth opportunities in management
Company Overview
Level 5 Capital Partners (L5) is a boutique private equity firm focused on health, wellness, and family services that will positively impact our employees, our customers and our local communities while delivering superior business performance. L5's current partner companies are the 3rd largest yoga operator in the world, Level 4 Yoga, LLC (dba CorePower Yoga); L5 Swim, LLC (dba Big Blue Swim School); L5 Fitness, LLC (dba Orangetheory Fitness); L5 Be Well, LLC (dba Restore Hyper Wellness + Cryotherapy); and L5 Skincare (dba Heyday Skincare). L5 Contact Center is our customer support division of Level 5 Capital and works with our portfolio companies to grow and scale the business from franchise development services, real estate services, new store opening services, and franchise operation services.
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