Lead Sales Associate / Customer Service Representative

Overview

Overview

Drybar is seeking a Lead Sales Associate/Customer Service Representative who is passionate about teaching others and delivering exceptional Customer Service. The Lead Sales Associate/Customer Service Representative will be responsible for training and coaching new and existing Sales Associates on Drybar's processes, product knowledge, and Customer Service. As a Lead Sales Associate/Customer Service Representative, you will be an integral part of the Drybar team and will contribute to the success of the shop by ensuring that all Sales Associates are delivering a consistent and exceptional experience to our guests.

Responsibilities

Here is what Drybar Lead Sales Associates are responsible for each day:

 

Lead the client's experience from check in to check out.

• Ensure Drybar standards are upheld, creating a memorable experience for the client.
• Set the tone of a positive shop atmosphere by approaching the day as if hosting a party.
• Ensure client information is entered with accuracy and timeliness.
• Rebook appointments during check out while addressing clients by name.
• Troubleshoot any reservation system issues, make changes to Client Profiles, optimize appointments to fit business needs, and check notes to ensure clients' needs are met.
• Optimize and maximize appointments with the reservation system and ensure timely communication with superior Customer Service.
• Engage with clients and serve complimentary beverages.
• Maintain the highest degree of ethics when handling payments and stylist tips/commissions. Balance cash drawer at opening, close and at shift changes.
• Problem solve when faced with client concerns or operational issues, always ensure the solution is focused on providing an excellent experience to the client.
• Maintain overall shop cleanliness by conducting walkthroughs behind the bar and keeping the front desk area clean.
• Maintain clear communication with Shop Management about operations
• Educate clients on Drybar products, tools, memberships and promotions.
• Contact leads and prospects for new appointments and memberships
• Perform closing shop duties.
• Work closely with Customer Service Manager on Customer Service issues.
• Uphold Drybar's 10 Core Values.
• Arrive on time for scheduled shifts.
• Other duties and projects as assigned by Manager or Manager on Duty.

Supervisory Responsibilities

• Hold team accountable for closing duties
• Train new Sales Associates on all duties in shop
• Handle client escalations in shop.
• Assist with Leadership in shop when manager not present.

Qualifications

Qualifications:

• 2+ years' experience in a fast paced, Customer Service-centric environment providing amazing customer experience
• Experience in leadership role preferred but not required.
• Previous experience with Point of Sale Systems
• Previous salon/spa experience preferred but not required
• High school diploma or equivalent required
• Promote a professional, brand-appropriate image and maintain professional demeanor under pressure
• Strong communication skills including by phone and email
• Demonstrate leadership mentality
• Demonstrate client-first mentality
• Pleasant and positive demeanor
• Ability to multitask with ease and work at a sustained, fast pace
• Frequently required to stand and/or walk for duration of 6-8 hour long shifts
• Excellent problem-solving skills - use logic and support resources to solve problems at the front desk
• This is a full-time position.  Must be available Thursday-Monday 12-7pm and Sunday 9am-6pm
• Drybar follows all applicable federal, state and local laws regarding background checks

Benefits

As a Lead Sales Associate/Customer Service Representative in our amazing shop, will enjoy these perks:

• Base pay of $15/hr plus commissions and bonuses
• Bonuses available based on individual and shop performance
• Commissions on retail and memberships
• Opportunities to grow through management and additional expanded roles

If you are interested in this position, please submit your resume and cover letter. We look forward to hearing from you!

Legal Disclaimer2023 DB Franchise, LLC ("DBF"). Each Drybar shop is independently owned and operated. Franchise owners are solely responsible for all employment decisions and matters regarding their independently owned and operated Shops. All individuals hired by franchise owners' shops are their employees, not those of DBF. Drybar + design is are registered trademarks owned by Helen of Troy Limited and used by DBF under license.Employment Type: FULL_TIME