Client Experience Specialist

You’ll be the first touchpoint for our clients - responding to tickets, DMs, and texts, and turning inquiries into scheduled appointments. You’ll use friendly, confident messaging and follow clear playbooks to resolve questions, guide treatment options, and book with accuracy in scheduling software.

Reply to client tickets across email, chat, SMS, social DMs, and web forms (Gorgias/Zendesk/Help Scout style inbox).

Triage issues (billing, reschedules, membership, treatment questions) and escalate when needed.

Confidently book, reschedule, and confirm appointments inside scheduling platform; verify provider, service, location, duration, and pricing.

Proactively convert leads from promos and follow up on no?shows/cancellations.

Use brand?approved responses (plain English, warm, never “salesy”) and stay compliant with medical guidelines and HIPAA.

Document client preferences and notes for the clinical team; keep tickets tidy and resolved.

Educate clients on pre?/post?care and what to expect on visit day.

Success Metrics (How You’ll Be Measured)
First Response Time: < 10> 35% of qualified inquiries to booked.
Accuracy: 99% correct service, provider, duration, and location in Boulevard.

What You Bring
1–3+ years in client support, scheduling, front desk, or inside sales (Healthcare a bonus)
Experience with ticketing systems (Gorgias, Zendesk, Help Scout) and CRM/scheduling tools (Boulevard preferred).
Clear, concise writing style; you sound like a helpful human, not a script.
Calm under pressure; excellent multitasking across multiple tabs and channels.
Discretion with client data; working knowledge of HIPAA basics.
Weekend/evening availability; consistent, reliable Wi?Fi and a quiet workspace.