Job Description

WHO WE ARE

Pure + Simple is an established leader in natural skincare. We offer treatments tailored to the individual with a compassionate, natural, and efficacious approach. Our seven spa locations have been serving clients in communities across the GTA for 25 years, and we are seeking an experienced and enthusiastic Customer Service Lead to join our team. This role is ideal for someone passionate about people, fostering connections, and embracing a holistic approach to esthetics, while also taking initiative in guiding and developing our front desk team.

WHO YOU ARE

You are a reliable, responsible, dependable individual with a positive and proactive attitude, ready to take on a leadership role. You thrive in engaging with people and are excited to contribute to an established spa team. You possess strong working knowledge of Google Suite and Book 4 Time or have the ability to learn these platforms quickly.

Your experience in client-facing roles has made you confident in sales and deeply committed to creating a welcoming, personalized experience for every client while consistently meeting and exceeding sales goals. You are a gifted problem solver dedicated to exceptional client experience and understand the importance of an individualized approach.

You have a genuine interest in natural skincare and esthetics and are eager to expand your knowledge of our products and treatments to effectively recommend them to clients and answer their basic questions. You are also keen to stay updated on the latest industry trends.

You are comfortable working in the dynamic front/reception area of a busy spa, which may require standing/walking for the duration of your shift, as well as escorting clients to treatment rooms and navigating stairs. Furthermore, you possess the ability to motivate and guide a team to achieve excellence in customer service.

WHAT YOU WILL DO

As our Customer Service Lead, you will be instrumental in shaping our client's first and last impression, playing a pivotal role in upholding our renowned best-in-class experience. You will also be responsible for the development and performance of our front desk team. Your responsibilities will include:

Leading and mentoring the front desk team to ensure consistent delivery of exceptional customer service and adherence to Pure + Simple standards. Providing ongoing coaching, training, and support to front desk staff on product knowledge, treatment offerings, sales techniques, client communication, and operational procedures. Greet and warmly welcome clients to the spa upon arrival, escort them to treatment rooms, offer refreshments, and ensure their comfort throughout their visit. Oversee and participate in opening and closing spa duties, including basic general cleaning and tidying, maintaining the retail area, and restocking products. Manage and delegate the answering and returning of phone calls and emails, as well as other daily administrative tasks. Supervise and assist with booking client services and efficiently checking clients in and out from their appointments. Lead initiatives to proactively reach out to clients via phone and email to offer services, acknowledge birthdays and holidays, communicate specials and offers, and provide updates on available treatments. Drive client retention efforts by guiding the team in proactively contacting clients who are due for treatments and implementing effective follow-up strategies. Stay up-to-date on the latest industry trends and our product offerings, ensuring the front desk team is also knowledgeable. Lead by example in selling skincare and recommending treatments to achieve optimal client results, while also coaching the team to confidently achieve sales goals. Identify areas for improvement in customer service and operational efficiency, and collaborate with management to implement solutions. Assist with the onboarding and training of new front desk team members. Monitor team performance and provide constructive feedback to ensure individual and team success.

REQUIREMENTS

Proven background in customer service with leadership experience, ideally within the esthetics or wellness industry. Candidates with strong leadership experience in other client-facing roles will also be considered. Experience with client booking systems and office software, with strong familiarity with Book 4 Time and GSuite preferred, or a demonstrated ability to learn these platforms quickly. Comfortable working in a spa environment, able to exercise discretion and maintain sensitivity to client privacy, and capable of safely disposing of contained medical waste and sharps. A strong background in retail or sales with a proven track record of confidently selling products and services, and the ability to coach others in these areas. Excellent communication, interpersonal, and leadership skills with the ability to motivate and inspire a team. Strong organizational and time management skills with the ability to prioritize tasksand delegate effectively. A proactive and solution-oriented approach to problem-solving. A genuine interest in natural skincare and esthetics.

PHYSICAL REQUIREMENTS

Standing and walking for extended periods, including navigating stairs. Lifting up to 30lbs, reaching, bending, carrying items up and down stairs. We are a natural skincare spa and limit the use of chemicals and synthetic fragrances whenever possible. Information about cleaning products and disinfectants can be provided to candidates with chemical sensitivities.

WHAT WE OFFER

Pure + Simple prides ourselves on fostering an environment that prioritizes diversity, accessibility, and care for the individual. We offer a challenging, exciting, and fun work atmosphere where your leadership contributions will be valued.

Compensation is assessed based on experience and expertise, with potential for growth. We offer employee discounts, complimentary services, as well as friends and family discounts to all team members.

We are an equal opportunity employer, and while not all of our locations are fully accessible, we are happy to forward your application to another Pure + Simple location with accessibility accommodations.

Job Types: Full-time, Part-time

Pay: $18.00-$20.00 per hour

Expected hours: 16 - 37.5 per week

Benefits:

Store discount
Ability to commute/relocate:

Toronto, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):

What do you enjoy most about sales and customer service? Can you describe your experience with teaching and training in a workplace? What are the top three things you value in a place of work? What is the thing you would most look forward to if you were to be hired?
Experience:

Customer service: 3 years (required) Retail sales: 1 year (required)
Language:

English (required)
Work Location: In person