Elivate IV IGLOO Customer Service & Operations Manager

Jan 2023

Full-time, contract engagement through 4/30/24, opportunity to become full-time

Must live in or around North Lake Tahoe.

This is an exciting opportunity to build one of our delivery channels from the ground up. On the weekend of 11/25 & 26, we delivered 26 IV FUELs for performance & recovery from the IV Igloo. We will continue to deliver more than 100 IV FUELs to athletes at the IV IGLOO daily starting Dec 1. The IV Igloo will be parked and delivering IV FUEL to customers 4 to 5 days/week at Palisades Tahoe and other days at various locations in Truckee and Tahoe City for different groups and events.

The Igloo is more than just a mobile IV station - it’s a symbol of the Elivate brand and values, and ensuring that everyone who interacts with it has an amazing experience is the primary focus of this role. This team member will report to the Chief Operating Officer and will work closely with the Chief Provider Officer and the Providers staffing the Igloo.

RESPONSIBILITIES THAT PLAY TO YOUR STRENGTHS

Manage and continuously improve the Igloo look/feel/vibe

  • Set up the Igloo for each day’s appointments one hour before the first booking (interior & exterior)

  • Track and resolve issues with Igloo inventory to ensure complete, clean, and smooth customer experience (inside & outside)

  • Replace and store all exterior inventory at end of each day and prepare the Igloo for the next day’s appointments.

  • Ensure medical waste is processed at end of each day per policy.

Maintain & update the Igloo daily operations calendar and activities

  • Ensure the Igloo is brought to/from the daily locations with ample time for set-up and break-down

  • Ensure that Provider staffing meets the Provider hours required for the daily appointments

  • Ensure sufficient inventory for the daily appointments and report inventory needs 3x weekly in the system

Effective & smooth delivery of IVs @ IGLOO

  • Daily inventory of IV, medical, and Igloo supplies after last IV FUEL appointment Ensures that the Igloo is well stocked and inventory counts are accurate.

  • Ensures that the Igloo interior, exterior, and all supplies & equipment are organized and clean per medical standards in our procedures.

  • Perform routine housekeeping tasks to maintain the Igloo’s appearance and meet OSE standards.

  • Trains and develops new Providers on all Igloo non-medical inventory & procedures

  • Communicate Level 1 issues to the COO immediately, and level 2 and 3 issues in weekly meeting, including suggestions for improvements

  • Abides by and enforces all company policies and procedures.

  • Adhere to and promote established medical safety procedures.

Be the face of Elivate

  • The Igloo and its Manager are both key members of the Elivate team and will have a big role in setting our culture internally and our vibe with partners and customers.

  • The Igloo Manager will know and present all aspects of the business to prospects and customers in-person wherever the Igloo is daily - all details about IV FUEL, our Community Support programs, our values, and our team.

  • The Igloo Manager will also be bringing our culture and brand to life every day because the Igloo is the most branded location we have currently, and the one that will represent us in the minds of the customer and prospect.

Ensure the highest levels of customer service

  • This person will learn to be a Mindbody master, and is responsible for checking-in each appointment at the IV Igloo daily, ensuring their forms are complete and have gone through their good-faith exam, and setting up a great experience for the customer in the midst of paperwork hassle.

  • This person will work with each customer to determine what benefits they want from their appointment, and will seamlessly offer revenue-generating add-ons to each service in a way that appeals to the customer and meets their needs vs. feeling like we’re trying to get more money out of them. Incentives will be provided for upsell revenue generated by the Manager as well as the Providers.

  • Troubleshoot any issues with customer forms, payment, and other logistics of their appointment in an upbeat, friendly way that keeps them feeling positive about Elivate.

  • Creates a system for gathering customer suggestions and ideas (they are constant!) and makes the customer feel recognized and valued for providing input.

Achieve projections in the Igloo weekly revenue forecast

One of the most interesting parts of this position is the ability to directly impact revenue for the business, which will generate monthly bonus opportunities.

  • Directly “host” the customer to ensure their experience and to maximize the opportunity to offer add-on services to their appointment

  • Recommend improvements to operations to increase the volume of IVs each provider can deliver hourly/daily

  • Recommend updates to our formulas, sizes, and other aspects of our offerings to optimize revenue

  • Recommend merchandise and other items to sell at the Igloo for different types of days/events/groups.

  • Ensure highest productivity levels are achieved for IVs/provider in the Igloo

  • Share best practices with the In-Home Manager to ensure learning is being shared across delivery channels.

  • Perform all special or other projects as assigned.

The IV Igloo Customer Service & Operations Coordinator is a key member of our team and is absolutely critical to our success. Like everyone on the Elivate team, this person will have the energy of the brand - they’ll be highly motivated, eager, and ready to jump in on multiple projects across the business. Of course, they’ll be friendly, love to learn constantly and be a master of multitasking.

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EXPERIENCE THAT WILL SET YOU UP FOR SUCCESS

  • Outgoing and flexible

  • Genuine love for and experience in daily front-of-house customer service, being the first and last person accountable to the customer - you may come from hospitality, restaurant, or other industries with a daily customer service focus.

  • Able to complete projects in a timely manner, detail-oriented, organized, and diligent. 

  • Demonstrated exceptional customer service and problem-solving skills.

  • Able to work consistent, daily, but changing hours each week, including weekends

  • Ability to work in a fast-paced environment with some ambiguity

  • Familiarity and comfort with using software infrastructure to guide operations

  • You can track, measure, and report on results and can provide actionable insights from data

  • Flexible, adaptable, and a personality that is magnetic and fun to be around

TO APPLY, EMAIL YOUR RESUME & A COVER LETTER TO INFO@GETELIVATED.COM

Thank you!