Bilingual Virtual Assistant (Aesthetics / Spanish and English)

Role summary Be the friendly, organized front line for a busy aesthetics practice. You’ll handle bilingual (English/Spanish) customer communications, book and optimize appointments, and keep the day running smoothly—by phone, text, email, and DMs. What you’ll do ● Appointment setting & scheduling ○ Answer inbound calls/messages; book, reschedule, or cancel appointments. ○ Manage waitlists, no-shows, late arrivals, and reminder workflows. ○ Actively optimize the calendar (fill gaps, reduce downtime, balance provider load). ● Customer service (EN/ES) ○ Handle inquiries about services (e.g., sugaring, facials, aftercare), pricing, policies, and availability. ○ Provide clear, empathetic support; escalate issues per playbooks. ● Follow-ups & retention ○ Send post-visit check-ins, review requests, and reactivation outreach to lapsed clients. ○ Offer add-ons, packages, and memberships when appropriate (no hard sells). ● Inbox/DM & VoIP management ○ Triage and respond across phone, SMS/WhatsApp, email, and social DMs within SLA. ● Records & coordination ○ Keep client profiles accurate (notes, preferences, contraindications). ○ Coordinate with practitioners on day-of changes, supplies holds, and prep notes. ● Light admin ○ Update FAQs/macros/scripts (EN/ES), daily end-of-day summaries, simple reports on volume, bookings, and show rate. Must-have qualifications ● Bilingual fluency in English & Spanish (spoken and written). ● 2–4+ years in front desk, customer service, or scheduling (medspa/salon/aesthetics/healthcare preferred). ● Proven experience with appointment systems (e.g., Vagaro, Fresha, Mindbody, Square Appointments or similar). ● Comfortable with VoIP (e.g., OpenPhone, Zoom/Google Voice), SMS/WhatsApp, email, and social DMs. ● Strong calendar logic and schedule optimization instincts. ● Excellent phone etiquette, empathy, and de-escalation skills. ● Reliable home setup: quiet workspace, stable high-speed internet, and headset. ● Able to work Tue–Sat on Central Time consistently. Nice to have ● Knowledge of sugaring/skin services and aftercare basics. ● Experience creating EN/ES scripts/macros and canned responses. ● Light CRM/reporting skills (Google Sheets/Excel; basic dashboards). ● Familiarity with review platforms (Google, Yelp) and simple reactivation campaigns. Success metrics (first 60–90 days) ● Booking conversion: ≥ 70% of qualified inquiries scheduled. ● Show rate: Improved by effective reminders/confirmations. ● Response time: < 2 minutes on live calls; < 15 minutes on texts/DMs during shift. ● Calendar efficiency: Visible reduction in gaps & no-shows week over week. ● CSAT: Positive feedback from clients and practitioners. Tools you’ll use Vagaro/Fresha/Mindbody (or similar), VoIP (OpenPhone/Zoom/Google Voice), Google Workspace or Microsoft 365, WhatsApp/SMS, and basic spreadsheets. Compliance & confidentiality ● Handle client information discreetly under NDA and company policies. ● Follow practice guidelines for consent, cancellations, refunds, and late/no-show handling