Laser Hair Removal, Call Center Associate

About the Role

The LHR Call Center Associate plays a critical role in delivering exceptional customer service, scheduling appointments, and addressing guest inquiries. This position requires strong communication skills, a customer-focused mindset, and a solid understanding of the laser hair removal process to guide guests effectively. This is an appointment setting and sales position.

A Day in the Life

Customer Interaction

• Follow five-day lead journey with all incoming leads
• Handle inbound and outbound calls, emails, or chat inquiries from leads
• Provide accurate information about laser hair removal services, pricing, packages, and promotional offers.
• Address guest questions, concerns, and objections about the laser hair removal process.
• Maintain a friendly, professional demeanor to build trust and rapport in services.

Appointment Scheduling

• Schedule, reschedule, or cancel appointments based on guest needs and center availability.
• Confirm appointments and send reminders by phone, text and email.
• Coordinate with center associates to manage scheduling conflicts or updates.

Education and Guidance

• Explain the benefits, safety, and expected results of laser hair removal.
• Educate guests about pre-treatment and post-treatment care requirements.

Data Management

• Record all guest interactions in the CRM system accurately.
• Update guest profiles with relevant details.
• Ensure compliance with data privacy regulations.

Performance Metrics

• Five-day lead journey
• Lead to show rate
• Lead to buy rate
• Sales conversion rates for packages or products.
• Average call handling time and first-call resolution

What Sets You Apart

• Strong verbal and written communication skills.
• Customer-focused mindset with empathy and patience.
• Confidence in explaining technical or medical-related services.
• Ability to multitask in a fast-paced environment.
• Willingness to work flexible hours, including evenings and weekends.
• Ability to learn quickly and easily adapt to a dynamic environment.
• Authentic individual with impeccable integrity whose personal and professional values are consistent with EWC’s mission, vision and values.
• Proficient in Microsoft Office Suite – Word , Excel, PowerPoint, Outlook.

Education and Experience

• High school diploma or equivalent (required).
• Associate or bachelor's degree in a related field (preferred).
• Basic knowledge of laser hair removal treatments (training provided).
• Familiarity with scheduling software and CRM systems.
• Proven experience in call center, preferably in the beauty or wellness industry

*This role is not eligible for visa sponsorship*

European Wax Center is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

This job description is a general description of essential job functions. It is not intended to describe all duties someone in this position may perform. All employees of EWC and operating subsidiaries are expected to perform tasks as assigned by supervisory/management personnel, regardless of job title or routine job duties.