Customer Support - Voice

This is a remote position.

• Education: Bachelor’s degree preferred, or equivalent experience in client service, sales, hospitality, medical office, spa, med spa, salon, or luxury retail environments.
  
• Strong Phone & Communication Skills: Excellent verbal English, active listening, professional phone etiquette, and strong client service skills. Able to communicate clearly and professionally with a diverse range of clients.
  
• Salon & Beauty Knowledge: Familiarity with salon and barbershop services is strongly preferred, particularly men's grooming, haircuts, coloring, balayage, blonding, keratin treatments, and related beauty services. Comfortable learning and accurately explaining a wide range of hair, grooming, and beauty services.
  
• Sales & Scheduling Skills: Sales-minded, proactive, and comfortable converting inquiries into appointments, recommending appropriate services and products, handling objections, and managing multiple scheduling requests accurately.
  
• Booking Software & CRM Experience: Experience working with salon booking software, CRM systems, or appointment-management platforms. Experience with Zenoti and Hyperconnect is highly preferred.
  
• Technology Skills: Comfortable using computers, booking systems, POS systems, email, social media, CRM platforms, and other digital tools required for client and appointment management.
  
• High-Volume Call Handling: Experience handling high-volume inbound and outbound calls while maintaining a professional, attentive, and personable approach.
  
• Organization & Multitasking: Highly organized, detail-oriented, and able to multitask effectively under pressure while maintaining accuracy and excellent client service.
  
• Professional Appearance & Communication: Professional appearance and polished communication style, with the ability to confidently represent a premium, high-end salon brand.
  
• Ownership & Problem-Solving: Able to take ownership of responsibilities, follow through on commitments, proactively address client needs, and solve problems without constant supervision.
  
• Luxury Industry Experience: Previous experience in a luxury salon, barbershop, spa, beauty, hospitality, medical spa, or luxury retail environment is strongly preferred.
  
• Long-Term Career Interest: Interested in building a long-term career path in the beauty, wellness, hospitality, or business management industry.
  

• Answer incoming calls professionally and provide accurate information about services, pricing, availability, policies, and promotions.
  
• Book, reschedule, confirm, and update client appointments.
  
• Listen to clients’ needs and provide basic information about salon services.
  
• Handle client questions, concerns, cancellations, and rescheduling requests professionally.
  
• Provide a warm, polished, and consistent luxury client experience through all virtual interactions.
  
• Convert phone calls, online inquiries, and leads into booked appointments.
  
• Help keep stylist and service provider schedules consistently full.
  
• Follow up with leads, missed opportunities, and existing clients.
  
• Support rebooking, service upgrades, add-ons, and retail sales.
  
• Help achieve monthly booking, service, and sales goals.
  
• Manage appointments and client information using salon booking software and CRM systems.
  
• Create and update client records accurately.
  
• Use booking systems, POS systems, email, text platforms, social media, and other internal tools.
  
• Assist with basic booking, account, payment, and communication issues.
  
• Keep virtual front desk operations organized and efficient.
  
• Support social media engagement, promotions, and client communication.
  
• Assist with marketing initiatives, hiring posts, and team culture content.
  
• Help promote Substance Salon as a luxury beauty destination in Rutherford.
  
• Monitor retail, back-bar, and color inventory and communicate product needs to the team.
  
• Assist with product ordering and other administrative tasks.
  
• Support stylists and leadership with daily operational needs.
  
• Communicate effectively with the onsite team to ensure client and business needs are handled smoothly.