Position Title: JEM Client Coordinator

FLSA Status: Hourly Wage

Location: JEM Medspa Locations

Date Created: 01/2019

Reports To: Location Manager

Date Revised: Date Reviewed:06/2024

General Summary of Position Responsibility:

This position is a member of the JEM Medspa Team and works collaboratively with all team members and clients to help create, deliver, and maintain outstanding client experiences from point of contact though their trajectory of care & beyond.

Essential Job Functions:

1. Customer Service

• Provide consistent, excellent customer service/communication.

• Provide detailed descriptions of treatments, packages, services, facility features and hours of operation.

• Provide accurate, appropriate, and immediate responses to all client requests by guests, ensuring complete guest satisfaction.

• Ensure all clients receive excellent customer service and help resolve issues when patients do not receive anticipated results of service.

• Respond to incoming client-related e-mails, phone calls and follow-ups as necessary.

• Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.

• Maintain a positive attitude and contribute toward a quality work environment.

• Regularly attend, participate in and support training and staff meetings for the JEM Medspa.

• Assist in all areas of JEM Medspa operations as requested by management, (i.e., preparing patient rooms and/or prepping patients for services (washing faces, numbing)

• Communicate to management all occurrences involving staff or guests in the spa that require attention.

2. Additional Responsibilities

• Properly open and close JEM Medspa according to the standard operating procedures.

• Be on time for shift and maintain a consistent, regular attendance record.

• Accurately book, change and cancel appointments.

• Acknowledge and greet everyone who enters and leaves the facilities.

• Ensure that the check-in and payment process is handled in accordance with company policy by processing cash, credit card and credit transactions accurately.

• Utilize spa computers with skill and proficiency; document guest information in electronic record as directed.

• Maintain an accurate front desk cash drawer.

• Understand Vendor Reward Programs (i.e., Alle/Aspire) and apply/redeem points as necessary.

• Answer the phone promptly and use the guest’s name throughout the phone conversation; operate phone system accurately and efficiently.

• Actively promote the JEM Medspa, treatments, services, and retail, as well as programs, promotions and/or discounts available.

• Maintain eye contact when addressing external and internal guests; develop professional and personalized relationships with regular clients.

• Maintain complete confidentiality in all guest matters in accordance with company policy.

• Maintain a clean, safe, fully stocked, and well-organized work area.

• Assist with the laundering of linens and towels in accordance with company policy.

• Ensure adequate stock of supplies and equipment; inform management when stock is low.

3. Other duties as assigned by department managers.

Knowledge, Skills, and Abilities:

1. Bachelor’s Degree preferred; minimum of 1-year experience in a medical spa setting.

2. Excellent interpersonal skills.

3. Detail-oriented with the ability to multi-task.

4. Ability to be efficient and productive in a fast-paced environment.

5. Must possess basic math and money handling skills.

6. Enjoy working with people and possess a friendly and outgoing personality.

Working Conditions:

1. Minimal exposure to environmental hazards during the performance of assigned duties, periodic use of keyboard.

2. May be required to lift items 10 lbs. or less.

In accordance with the Americans with Disabilities Act, the above statements are intended to describe the general nature and level of work being performed by people assigned to this job classification. These statements are not intended to be an exhaustive list of all responsibilities, duties, and skills of personnel skills.