Customer Service Specialist

About The Role

We are seeking a detail-oriented and brand-savvy Guest Engagement & Messaging Specialist to manage inbound responses from our marketing SMS and email campaigns. This role is responsible for turning customer interest into confirmed bookings while maintaining a consistent, high-quality brand voice. The ideal candidate is equal parts communicator, salesperson, and brand steward who can also track performance and provide insights that improve marketing effectiveness.

We are seeking a detail-oriented and brand-savvy Guest Engagement & Messaging Specialist to manage inbound responses from our marketing SMS and email campaigns. This role is responsible for turning customer interest into confirmed bookings while maintaining a consistent, high-quality brand voice. The ideal candidate is equal parts communicator, salesperson, and brand steward who can also track performance and provide insights that improve marketing effectiveness.

• Monitor and respond promptly to inbound SMS and email responses generated from marketing campaigns.
• Engage prospective and returning guests in helpful conversations that guide them toward booking.
• Answer questions, provide recommendations, and remove friction in the decision-making process.
• Manage multiple guest conversations simultaneously while maintaining accuracy and professionalism.

• Represent the brand in every written interaction, ensuring tone, messaging, and values remain consistent.
• Adapt responses while staying aligned with established brand guidelines.
• Deliver thoughtful, personalized communication rather than generic replies.

• Encourage guests to complete bookings.
• Identify opportunities to upsell services, packages, memberships, or add-ons.
• Use consultative selling techniques to match guests with the best experience for their needs.
• Log conversations and outcomes in CRM and scheduling systems.

• Track conversation activity, booking conversions, and upsell performance.
• Maintain organized records of customer interactions and outcomes.
• Provide regular reports on messaging performance and guest inquiries.
• Share insights with marketing and operations teams to improve campaigns.

• 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.

• High school diploma or equivalent (required).
• Associate or bachelor's degree in a related field (preferred).
• Proven experience in call center environments, preferably in beauty, wellness, hospitality, or service industries.
• Familiarity with scheduling software and CRM systems (Hub Spot preferred).
• Experience managing customer communications via SMS, email, or chat platforms.

* 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.