Booking Retention Specialist

Nuovo Photography • Montreal, QC

9d • Onsite

About The Position

Nuovo Artistic Studios is searching for a Booking Retention Specialist to serve as the vital bridge between our clients and their upcoming studio experiences. Based at our Montreal location, this role is dedicated to protecting our schedule, maximizing studio attendance, and ensuring every client feels supported, excited, and valued from the moment they book. This pivotal role requires a unique mix of empathetic communication and persuasive drive. You will be the go-to voice for confirming upcoming appointments, re-engaging unconfirmed or hesitant clients, and expertly handling day-of logistics—whether guiding a lost client to our doors, managing schedule adjustments, or reigniting their excitement for their photoshoot. This is an excellent opportunity for a solution-oriented professional with a strong sales mindset who thrives in a fast-paced, creative setting and takes pride in delivering exceptional client care while driving revenue retention.

Requirements

• 2–5 years of experience in a role that balances customer care, hospitality, or front-desk reception with phone-based sales, retention, or appointment setting.
• A warm, charismatic, and persuasive phone presence that puts people at ease while confidently steering conversations to secure commitments.
• Persuasive and sales-minded, with a demonstrated ability to overcome objections, build rapport quickly over the phone, and re-engage hesitant clients with enthusiasm.
• Ability to stay calm, ultra-positive, and solution-focused when a client is lost, stuck in traffic, or having a last-minute panic.
• Takes pride in balancing care and conversion, making clients feel truly valued while keeping a sharp eye on numbers like no-show reduction.
• Clear and fluent communicator in English, both written and verbal.
• Tech-comfortable and quick to pick up new tools, CRMs, scheduling software, Slack, and Google Workspace.
• High energy, empathy, and adaptability to work every day, thriving in a fast-paced, creative setting where no two days look quite the same.

Nice To Haves

• Speaking French or Spanish is a huge plus!

Responsibilities

• Proactively manage pre-shoot outreach: Conduct daily outbound call and messaging campaigns to re-engage, confirm, and secure unconfirmed bookings ahead of their scheduled sessions.
• Overcome hesitations & sell the experience: Actively handle client doubts, address objections, and reignite their excitement to minimize cancellations and eliminate no-shows.
• Handle day-of studio support: Serve as the primary point of contact for incoming calls, assisting clients with location guidance, last-minute delays, and real-time scheduling adjustments.
• Drive schedule optimization & rebooking: Efficiently reschedule missed or canceled appointments, turning potential losses into confirmed future studio sessions.
• Maintain high-touch empathy & enthusiasm: Deliver warm, solution-oriented, and upbeat service to make clients feel confident, valued, and comfortable prior to their arrival.
• Track retention metrics & KPIs: Monitor success through key indicators, including confirmation rates, no-show reduction, call volume, and rebooking conversions.
• Collaborate across teams: Work closely with the initial sales team and studio coordinators to ensure seamless communication and a smooth transition into the photoshoot experience.

Benefits

• Inspiring Work Environment: Immerse yourself in a creative, collaborative company where artistry and empowerment converge.
• Growth Opportunities: Be part of a fast-growing company committed to nurturing talent and fostering career development.
• Recognition and Support: A team that values your contributions and celebrates your success.
• Exclusive Perks: Access to Nuovo’s services and products, ensuring you, too, can experience the power of portraiture.
• 50% Family & Friends discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed