Front Desk Manager

Overview

The Front Desk Manager/Lead Manager/Operations Manager is responsible for ensuring seamless customer interactions and operational efficiency at Synva Hearing Aids Experience Center. This role involves managing leads, customer appointments, and ensuring a welcoming environment for all visitors, in addition to handling the day-to-day operations related to customer service and support.

Roles and Tasks 

• Lead & Support ManagementLead Management:Qualifying Leads: Manage and qualify incoming leads by assessing their needs and adding them to the appropriate stage in the CRM software.
• CRM Tracking: Track and update the lead status throughout the sales funnel in the CRM system, ensuring accurate and up-to-date records.
• Sales Inquiries Handling: Receive online sales inquiries generated from marketing campaigns via Meta, Google Ads, or organic Google search. Proactively contact these leads, discuss their needs, and persuade them to visit the store for further consultation and demonstration.
• Appointment Scheduling:Appointment Coordination: Schedule customer appointments for hearing tests, hearing aid trials, and follow-up consultations in the appointment software.
• Communication with HCP: Keep the Hearing Care Professional (HCP) informed of all appointments, ensuring that bookings are made according to their calendar availability.
• Customer Follow-ups:Minimize No-shows: Follow up with customers via phone or message to confirm their appointments and reduce no-show rates.
• Rescheduling: Manage any rescheduling requests from customers and ensure the appointment calendar reflects these changes accurately.
• Inbound Communication Handling:Call & Message Management: Answer all incoming calls and messages related to new appointments, support queries, and sales inquiries.
• Support Coordination: Log support calls related to hearing aid issues and direct them to the appropriate channels for resolution.

• Operations ManagementCustomer Experience:Welcoming Environment: Create a welcoming and pleasant atmosphere for all customers visiting the store. Ensure they are greeted warmly and assisted promptly.
• Comfort & Hospitality: Offer customers refreshments such as water or tea if they need to wait for their appointment, ensuring they feel comfortable and valued.
• Service Tracking & Coordination:Service Management: Track all customer services, including repairs, hearing aid customization, and other support requests in the CRM software, following the established processes.

1. Vendor Coordination: Ensure that items requiring external service or customization are sent to the appropriate manufacturer and tracked until they are returned to the customer

General Responsibilities 

• Process Adherence: Ensure that all tasks are carried out according to the company's standard operating procedures (SOPs) and maintain high levels of customer satisfaction.
• Continuous Improvement: Stay updated on best practices in customer service and operations, suggesting improvements to processes as needed.
• Team Collaboration: Work closely with the store team, including the Hearing Care Professionals, to deliver an exceptional experience to every customer.

Notes 

• Adaptability: The roles and tasks listed above are the basic responsibilities of this position. They may be updated and modified as per the store’s needs and operational requirements.