Client Experience Coordinator (remote position)

Panacea Luxury Spa Boutique•Columbus, OH

7h•Remote

About The Position

At Panacea Luxury Spa Boutique, located in the beautiful Quarry Trails health & wellness development park, we are seeking a dynamic, dependable, and service-focused Client Experience Coordinator to join our growing Client Experience Team. Panacea offers a unique spa experience with an all-natural approach to health and wellness, featuring luxury amenities such as Himalayan Salt Saunas, Eucalyptus Steam Rooms, Cold Plunge and Hot Hydrotherapy Pools, and a Rooftop Patio & Cocktail Bar. We specialize in Oncology Therapeutics, aiming to help clients heal physically, emotionally, and spiritually. This role is ideal for individuals who enjoy helping people, thrive in fast-paced environments, remain calm under pressure, and take pride in delivering exceptional customer service. The Client Experience Coordinator is a primary voice of the company, responsible for answering calls, assisting with appointments, resolving concerns, and ensuring every interaction reflects Panacea's luxury standards. This is a remote, work-from-home position, but requires 3-5 days of in-person training in Columbus, Ohio, and attendance at monthly team meetings. The position is suitable for individuals seeking part-time employment, such as stay-at-home parents, college students, retirees, or those seeking supplemental income. Applicants must be at least 18 years of age and possess the ability to remain calm, professional, compassionate, and solution-oriented when dealing with challenging client interactions.

Requirements

Must be at least 18 years old.
High school diploma or equivalent.
Previous customer service experience required (1-3+ years preferred).
Strong verbal communication skills.
Excellent problem-solving abilities.
Comfortable learning and navigating technology platforms.
Ability to quickly learn and utilize Zenoti, Slack, internet-based systems, and other software programs.
Strong attention to detail.
Ability to multitask while maintaining professionalism and accuracy.
Ability to remain calm under pressure and manage difficult client interactions professionally.
Reliable internet connection and a quiet work environment suitable for handling client calls.
Reliable and dependable work ethic.
Strong personal accountability and integrity.
Positive, friendly, and professional demeanor.
Ability to work independently with minimal supervision.
Adaptable to change and a growing organization.
Ability to work scheduled shifts consistently without distractions from childcare, school activities, or other employment obligations during working hours.
Must maintain a professional home office environment free from excessive background noise.
Must be comfortable handling a high volume of calls during peak periods.

Nice To Haves

1-3+ years experience in hospitality, luxury retail, wellness, spa, salon, healthcare, or customer service environments.
Experience working remotely.
Experience using scheduling software, CRM systems and/or Zenoti.
Call center or client support experience.

Responsibilities

Answer incoming phone calls professionally and efficiently.
Assist clients with scheduling, rescheduling, and canceling appointments.
Answer questions regarding services, pricing, policies, promotions, memberships, gift cards, and amenities.
Provide exceptional customer service while maintaining Panacea's luxury service standards.
Respond to client inquiries promptly and accurately.
Route calls and messages to the appropriate department when necessary.
Monitor and respond to Slack communications throughout scheduled shifts.
Proactively identify and communicate scheduling opportunities, client concerns, and operational issues to leadership.
Navigate and manage appointments within Zenoti.
Assist with waitlists and appointment optimization.
Identify opportunities to maximize provider utilization and schedule efficiency.
Help fill open appointment times when cancellations occur.
Assist with appointment confirmations and client follow-up communications.
Professionally de-escalate client concerns and complaints.
Listen actively and identify appropriate solutions whenever possible.
Escalate complex situations to management when necessary.
Maintain composure when dealing with challenging client interactions.
Ensure every client feels heard, valued, and respected.
Utilize Slack for daily communication and team collaboration.
Document client interactions and notes appropriately.
Maintain confidentiality of client information.
Assist with special projects and administrative tasks as assigned.
Stay current on company offerings, promotions, policies, and procedures.
Attend required training during onboarding.
Participate in monthly team meetings held on the fourth Tuesday of each month.
Collaborate effectively with Wellness Guides, Service Providers, Managers, and Leadership.
Help support a positive and team-oriented culture.