Customer Service Specialist

Job Title: Guest Service Specialist

Job Family: Corporate Office

Reports to: Guest Service Manager

Job Overview

At Beaches Tanning Center, we're committed to creating a friendly, supportive, and memorable experience for every guest. We're looking for an enthusiastic, detail-oriented Customer Service Specialist to partner with our Guest Service Manager in ensuring that guests feel heard, valued, and well cared for.

In this role, you will support our salon teams by phone and email, assist with account questions and concerns, provide guidance and coaching to staff, and help resolve issues quickly and professionally. You'll also have the opportunity to earn commission on any unpaid account balances you successfully collect.

Success in this position means staying calm under pressure, thinking clearly in fast-moving situations, and communicating with confidence, empathy, and positivity. If you enjoy problem-solving, helping people, and contributing to an outstanding guest experience, this is a great opportunity to grow your skills in a fun, fast-paced environment.

Key Responsibilities

· Provide exceptional guest service by responding to inquiries, complaints, and account issues via phone and email with professionalism and care.

· Coach and support store teams on guest service best practices; escalate unresolved issues when needed.

· Assist with basic technical troubleshooting related to guest accounts and salon operations.

· Document guest complaints, employee performance concerns, and conduct service audits when appropriate.

· Track and report same-month membership cancellations and accounts with unsigned or improperly signed forms.

· Make outbound calls to collect unpaid membership balances.

· Manage membership services, including account updates, freezes, cancellations, and employee perks.

· Lead guest satisfaction initiatives, including surveys, secret shoppers, and salon summary reporting.

· Provide insights and trends to management and training teams to help prevent recurring guest issues.

· Respond to chargebacks and assist with gathering follow-up documentation.

Must be available to work the last day of each month until midnight, including holidays

Skills & Competencies

· Ability to stay calm, clear, and effective under pressure.

· Strong active listening skills and a genuinely empathetic communication style.

· Excellent written and verbal communication.

· Highly organized with strong prioritization and time-management abilities.

· High attention to detail and accuracy.

· Professional conduct and appearance.

· Proven ability to resolve complex guest issues efficiently and with good judgment.

· High integrity and commitment to following company policies and procedures.

Requirements

· High school diploma or GED required.

· Strong computer and software skills.

· Minimum 1 year of customer service experience.

· Leadership or coaching experience is a plus.

· Ability to work up to 30 hours per week with flexibility.

· Bilingual preferred.