Customer Service Representative

Customer Service RepresentativeAs a Customer Service Representative at European Wax Center, you'll play a key role in connecting with customers and driving engagement from our SMS and email marketing campaigns. In this role, you'll turn customer interest into confirmed bookings while maintaining a consistent, high-quality brand voice. You'll combine your skills as a communicator, salesperson, and brand steward, while tracking performance and providing insights that help improve marketing effectiveness across the organization.European Wax Center, Inc. is the largest and fastest-growing franchisor and operator of out-of-home body waxing services in the United States, with over 1,000 locations nationwide. Our vision is to become an iconic brand that delivers profitable growth while staying true to our authentic culture.Our corporate team supports key areas of the business including marketing, technology, accounting, finance, and operations all focused on empowering our franchisees and strengthening the brand.What You'll DoCustomer Messaging & Lead ResponseMonitor 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.Brand Voice & ExperienceRepresent 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.Booking Conversion & Revenue GrowthEncourage 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.Reporting & InsightsTrack 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.What Sets You ApartStrong 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.QualificationsHigh 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 (HubSpot preferred).Experience managing customer communications via SMS, email, or chat platforms.Benefits & PerksHealth & WellnessMedical, Dental, Vision coverageHDHP with HSA (employer contribution)Employer-paid life insurance and AD&DShort- and long-term disability coverageMental health benefits and Employee Assistance ProgramWellness Reward ProgramTime Off & Leave17 days PTO (increases with tenure)11 Paid HolidaysPaid Parental, Adoption, and Foster Leave1 Wellness/Mental Health Day1 Volunteer DayTime off to voteFinancial & Professional Benefits401(k) Safe-Harbor MatchingAncillary benefits: pet insurance, legal coverage, identity theft protection, accident/hospital/critical illness coverageProfessional Development Stipend (up to $500/year)Culture & ExtrasHybrid work: In-office MondayThursday, remote FridayFun CommitteeBreakfast Weekly In-OfficeDiversity, Equity & Inclusion CouncilEmployee Discounts (waxing & products)*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.