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. Hard Requirements: 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. Schedule: 40 hours per week Monday to Friday 9AM - 6PM Eastern Standard Time Zone Offer and Benefits: $4-$6USD/hour HMO coverage after 1 year of employment.