Role Overview:
The Client Care Coordinator serves as the center’s concierge and operational anchor. You will greet clients, manage appointments, process transactions, and maintain accurate records while creating a positive, professional environment. CCCs play a critical role in client retention and satisfaction by delivering exceptional service and supporting team goals.
Key Responsibilities:
1) Front Desk Operations & Scheduling
- Greet every client warmly and professionally; ensure check-in and check-out processes are smooth and accurate.
- Manage appointment scheduling and confirmations in Zenoti; maintain real-time accuracy of calendars.
- Answer phones and emails promptly, providing clear and helpful information.
SMART Goal: Respond to 95% of calls/emails within 1 business hour; maintain 100% accuracy in appointment scheduling. New leads through our CRM must have a speed to lead in under 5 minutes. We care, we deliver!
2) Client Engagement & Service Excellence
- Create a welcoming environment that reflects Serotonin’s brand promise.
- Provide guidance on services, memberships, and promotions; answer client questions with confidence.
- Ask for client feedback every day via Google, Meta, Yelp, etc.
SMART Goal: Achieve 90 client satisfaction score (NPS); capture feedback from 80% of new guests.
3) Membership & Retail Support
- Introduce and promote memberships, retail products, and nutraceuticals aligned with client goals.
- Process payments accurately and reconcile daily transactions.
- Track membership renewals and follow up on expiring plans.
SMART Goal: Maintain 100% accuracy in payment processing.
4) Documentation & Compliance
- Maintain accurate client records in Zenoti; ensure all data is audit-ready.
- Follow HIPAA and biohazard protocols to protect client privacy and safety.
SMART Goal: Zero compliance violations; 100% completion of documentation with all clients before EOD.
5) Team Collaboration & Daily Huddles
- Participate in daily huddles; update trackers and whiteboards with MTD Goal vs. Actual.
- Support Health Coaches, Medical Practitioners, Aestheticians by coordinating schedules and client flow.
SMART Goal: 95% attendance at huddles; update trackers daily with accurate figures.
6) Marketing & Community Outreach
- Assist with in-center marketing initiatives and event preparation.
- Engage with local community through grassroots outreach and open houses.
SMART Goal: Support 4 community events per month; ensure 100% of event leads are entered into CRM within 12 hours. All called with 24 hour of event.
Core KPIs & Targets
- Client Satisfaction (NPS): 90
- Appointment Accuracy: 100%
- Response Time: 1 hour for calls/emails
- Membership Conversion: 25% of eligible guests
- Compliance & Documentation Accuracy: 100%
- Community Engagement: 4 events/month
Qualifications
- Strong communication and interpersonal skills; ability to create a welcoming environment.
- Experience in front desk or client service roles; consultative sales experience preferred.
- Proficiency in Zenoti and general business platforms preferred but not required; comfort with email and MS Office.
- Excellent multitasking and organizational skills; ability to manage high-volume environments.
- Positive attitude, team spirit, and commitment to client satisfaction.
Tech Stack & Tools
- Zenoti — scheduling, POS, documentation.
- GHL — CRM and marketing automation.
- Email & Teams — communication and coordination.
- Center trackers and whiteboard — daily goals and performance metrics.
Safety & Compliance
- HIPAA adherence; secure handling of client information.
- Follow all safety protocols for front desk operations and client interactions.
Why Join Serotonin Centers
Join a high-performance team where your role directly impacts client experience and center success. You’ll work with modern tools, clear goals, and a supportive culture that values growth and excellence.
Apply Today
Submit your application to join Serotonin Centers and help clients become their most vibrant selves.
