Customer Experience & Retention Specialist
- Handle last-minute scheduling changes and cancellations by coordinating alternatives, rebooking, and offering solutions to prevent lost business.
- Resolve customer complaints with empathy, professionalism, and a customer-first mindset, ensuring every interaction strengthens trust and loyalty.
- Proactively identify opportunities to retain clients through personalized problem-solving and value-driven conversations.
- Collaborate with internal teams to adjust schedules, resources, and priorities in real time while maintaining operational efficiency.
- Document customer feedback and recurring issues to support continuous process improvements.
- Ensure all communication is genuine, empathetic, and solution-oriented rather than scripted or transactional.
- Proven experience in customer service, retention, scheduling coordination, or complaint resolution.
- Demonstrated ability to strategically resolve customer concerns with empathy and creative thinking.
- Strong multitasking skills and comfort working in fast-paced, high-pressure environments.
- Excellent communication skills (verbal and written) with the ability to de-escalate sensitive situations.
- High emotional intelligence and resilience when managing challenging conversations.
- Strong organizational skills and adaptability to manage shifting schedules.
- 40 hours per week
- Monday to Friday
- 9AM - 6PM Eastern Standard Time Zone
- $4-$6USD/hour
- HMO coverage after 1 year of employment.