Full-Time 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.

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