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Client Success Specialist

4 months ago

Portsmouth, United States CJ Physical Therapy & Pilates Full time

Do you wish you had a job that had more meaning? Where you could have a positive and transformational impact on people every single day?

Do you love being around people? Do enjoy having meaningful conversations that foster deep relationships and help to create memorable experiences?

Are you organized and efficient? Do you thrive in a fast-paced environment?

Are you tech-savvy? Can you navigate your way around cloud-based documents and spreadsheets - or quickly learn to?

If so - you might just have what it takes to be our next Client Care Specialist

ABOUT THE COMPANY

CJ Physical Therapy & Pilates is a thriving and rapidly growing physical therapy and Pilates studio located in downtown Portsmouth, NH. We specialize in helping folks aged 40+ be more active, healthy, and mobile - so that they can do the activities they LOVE instead of spending their time in the doctor's office.

We're not your typical, sterile medical office and we aren't a snobby, boutique fitness studio. We are a fun and happy team who works together to provide a world-class experience to every client that walks through our door. Our focus is on building a place that feels like a real community - that both clients and team members are excited to be a part of. We want our clients to keep coming back, and we want them to tell their friends and family about us. We consider our clients "family" and do everything we can to make them feel that way whenever they visit or interact with us.

to learn more about our company

WHAT WE'RE LOOKING FOR

  • You enjoy being around people, and can hold meaningful conversations with folks you may not know for longer than 20 min
  • You're thoughtful and thorough - and can answer people's questions in a way that increases the likelihood of them becoming a client
  • You are alert and aware - you're good at recalling names, faces, and personal details - so that our clients always feel welcomed and remembered
  • You know what it means to provide a warm, welcoming, and world-class greeting and experience for clients
  • You have excellent organization and planning skills - you know how to manage schedules and re-prioritize your time so that you can focus on key priorities - without the need for micro-management
  • You follow through on commitments. You live up to verbal and written agreements without constant reminders
  • You have the ability to quickly and proficiently understand and absorb new information
  • You're pro-active and resourceful. You bring new ideas to the company, do things without being told, and can quickly shift and course-correct when things don't go according to plan - in a positive manner and without focusing on the negative
  • You're coachable, love to learn, and have a fail-forward attitude. You take constructive criticism well and enjoy getting regular feedback that will optimize your skills and performance.
  • Someone who can work a flexible work schedule - but primarily morning and afternoon shifts between the hours of 7:30am and 3:30pm
  • Someone who loves dogs. We have a four-legged office greeter who is with us most days of the week :)

KEY RESPONSIBILITIES INCLUDE:

  • Successfully communicate the value of our services (in person, over the phone, and over email/text/messenger) and be able to explain how what we do is worth the price we are asking
  • Successfully handle objections to price and scheduling
  • Comfortably hold a lengthy conversation (15-25 min) with new and prospective clients on the phone or in person - ensuring that clients are committed and “bought-in” to our services before they arrive
  • Provide an exceptional waiting room environment and world-class experience - one where clients will look forward to coming back and feel compelled to tell their friends
  • Ensure that clients who call and request appointments are placed on the schedule - with a good understanding of true time, cost, and personal commitment before they arrive
  • Ensure that people show up excited for their appointments or sessions - this includes organizing and composing videos and mailers for new, prospective clients
  • Communicate with clients before, during, and after their sessions to ensure full satisfaction is being achieved
  • Develop and foster deep relationships with clients - one that compels steady word of mouth referrals and 5-star google reviews
  • Ensure that all appointments are checked in, accounted for, and reconciled promptly and accurately
  • Take payments, provide accurate receipts and superbills, and keep prompt and accurate records
  • Organize and plan all schedules in a way that maximizes efficiency and revenue for the clinic
  • Keep prompt and accurate recording of all incoming leads on our tracking sheets and in CRM
  • Promptly check voice mails and emails. Return all calls and requests for information within 24-48 hours and deliver messages to appropriate personnel promptly and accurately.
  • Track inventory and promptly report to manager what needs to be ordered so that supplies never run out
  • Track and reconcile weekly deposits and be able to report on weekly anticipated income - accurately, efficiently, and promptly

WHAT WE'VE GOT FOR YOU

  • A part time or full time opportunity with room to grow
  • The chance to be a part of an incredible team of people who work hard but have fun too.
  • Competitive pay: $17 - $20 starting.
  • Health and dental benefits
  • 401K with company matching
  • Free employee parking
  • PTO - including week of Xmas closed
  • Amazing downtown Portsmouth location in the center of it all

PS.... 1/3 of your life will be spent at work. Don't you think it's worth it to yourself to choose an occupation that is meaningful, where you get to change lives, and where you get to learn and grow both personally and professionally while doing it?

Pay range: $17 - 23/hr depending on prior experience

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