Customer Service Mentor

Job Title

Customer Service Mentor

Description

J.Walker Salon Group seeks a Customer Service Mentor to deliver exceptional client experiences while fostering a culture of collaborative mentorship across our salon teams. This role combines front-line customer service with hands-on coaching, supporting stylists and front-desk staff to elevate service standards, improve client retention, and drive team development.

Responsibilities

• Provide outstanding, personalized service to salon clients and handle inquiries, bookings, and follow-ups.
• Mentor and coach front-desk staff and service providers through shadowing, feedback, and best-practice workshops.
• Develop and deliver training materials focused on client communication, appointment flow, upselling, and service recovery.
• Lead collaborative problem-solving sessions to address client feedback and operational challenges.
• Monitor client satisfaction metrics and partner with management to implement continuous improvements.
• Support daily salon operations including appointment scheduling, POS transactions, and client records management.
• Model professional behavior, brand standards, and a growth mindset to foster a positive team environment.

Qualifications

• Minimum 2 years of customer service experience in a salon, hospitality, or retail environment; coaching or supervisory experience preferred.
• Strong interpersonal skills with a demonstrated ability to teach, motivate, and develop others.
• Familiarity with salon POS and CRM systems and standard appointment scheduling practices.
• Excellent verbal and written communication skills and a professional presentation.
• Ability to manage competing priorities, adapt to change, and contribute to team goals.
• High school diploma or equivalent; vocational training or certifications in cosmetology or customer service is a plus.

Skills

• Customer Service
• Client Relations
• Active Listening
• Communication
• Conflict Resolution
• Mentoring
• Coaching
• Team Collaboration
• Training and Development
• Problem Solving
• Emotional Intelligence
• Appointment Scheduling
• Point of Sale (POS) Systems
• CRM software
• Time Management
• Multitasking
• Upselling
• Complaint Management
• Service Recovery
• Attention to Detail

Job Requirements: Customer Service, Client Relations, Active Listening, Communication, Conflict Resolution, Mentoring, Coaching, Team Collaboration, Training and Development, Problem Solving, Emotional Intelligence, Appointment Scheduling, Point of Sale (POS) Systems, CRM software, Time Management, Multitasking, Upselling, Complaint Management, Service Recovery, Attention to Detail