Service Desk

Job Description

Job Description

About Company :

MISSION STATEMENT Our school’s mission is to provide a quality educational system to prepare students to pass the state board examination and gain entry level employment within their chosen field of study. We are passionately committed to providing a solid educational foundation to empower our team in the pursuit of excellence and we strongly believe that when people come first, success will follow.

Our purpose : To develop technically strong professionals who have been given the skill set to be successful in the industry. "

About the Role :

The Service Desk Coordinator creates an extraordinary experience for service guests, prospective Future Professionals, and all other school guests. He or she also acts as a guest service mentor to the Future Professionals. He or she follows all service desk systems to guide and support a smooth guest service flow in the clinic classroom.

Minimum Qualifications :

High school diploma or equivalent.

Preferred Qualifications :

Strong customer service and communication skills (verbal and written).

Ability to explain technical issues in non-technical language.

Strong problem-solving and critical-thinking skills.

Ability to work independently and as part of a team.

Strong organizational skills and ability to prioritize tasks in a fast-paced environment.

Responsibilities :

He or she responds to all service guest calls following the recommended dialogue in the Reservation Dialogue

He or she responds to all prospective Future Professional inquiries and follows the Service Desk Team

Telephone Script for Prospective Future Professionals.

He or she provides accurate service prices and promotes monthly service and Take Home promotions.

He or she follows the Millennium / Meevo scheduling procedures.

He or she completes all assigned outbound calls to include no-show calls, confirmation calls, new guest

follow-up calls, and overdue guest calls and documents tasks in the Millennium / Meevo Task Manager.

Essential Job Functions :

• He or she provides the first impression of the school and accommodates all guests who call or enter the
• facility using the proper dialogue.
• He or she facilitates the service guest welcome and check-in, service completion, and guest checkout.
• He or she is knowledgeable about all Take Home products and services offered and can recommend additional
• services and Take Home products.
• He or she assists the Future Professionals in completing the service experience and performing the 2-Minute Plan.
• He or she follows the daily opening and closing procedures and balances the cash drawer using the
• Meevo procedures. He or she answers the telephone using a friendly, helpful tone and uses the reservation dialogue and
• admissions call scripting when assisting service guests and prospective Future Professionals via telephone.
• He or she confirms reservations in advance, follows up with no-show reservations, and makes new guest
• service reservation follow-up calls.
• He or she resolves service guest challenges promptly and efficiently and follows the service refinement,
• communication, and documentation procedures.
• He or she attends Pow Wow meetings (as needed), service desk meetings, monthly Town Hall meetings, team
• training, FUNraising, Free Hugs, Caper, Super Service Days and Super Service Nights, a.k.a. Style Extravaganza.
• He or she monitors the guest wait time and works with the service host and ticket leader to expedite
• extraordinary guest service.
• He or she maintains a beautiful, guest-ready service desk and works with the team to maintain the guest
• seating and Take Home areas.
• and graduation celebrations to sustain the school culture and supports the Guest Service Leader in
• communicating the extraordinary service experience and sales strategy and plan.
• He or she may be asked to perform other tasks as needed that do not appear on the job description.
• Work is performed in an indoor environment and requires frequent sitting, standing, bending, walking,

repetitive motion, and vision to monitor.

functions.