Client Retention Specialist

Spot On Vet•Stamford, CT

22h

About The Position

Spot On Veterinary is seeking a Client Retention Specialist to serve as a float receptionist across both our hospital and hotel operations. This is an elevated role above our standard reception position, designed for a team member who demonstrates advanced communication skills, emotional intelligence, and leadership potential. In addition to full cross-training in both hospital and hotel reception, this position focuses on what we internally call opportunity clients—clients whose concerns require escalation beyond routine customer service. The Client Retention Specialist is trusted to manage complex client interactions, protect relationships, and reinforce our standards of service excellence. This role offers a natural pathway into supervisory and management positions, as it builds skills in conflict resolution, operational awareness, cross-department coordination, and client experience leadership.

Requirements

High school diploma or equivalent required.
Prior experience in customer service, hospitality, veterinary, healthcare, or client-facing roles preferred.
Demonstrated ability to manage difficult conversations calmly and professionally.
Strong written and verbal communication skills.
Ability to multitask and perform in a fast-paced environment.
Comfort with scheduling, billing, and CRM systems.
High level of accountability and discretion.

Responsibilities

Float between hospital and hotel reception areas based on operational needs.
Serve as a welcoming, professional point of contact for clients in person, by phone, text, and email.
Support scheduling, check-in/check-out, billing, and general administrative workflows.
Maintain a polished, compassionate, and solution-oriented presence at all times.
Manage opportunity clients whose concerns have been elevated from standard customer service representatives.
Actively listen, de-escalate, and resolve concerns with empathy, confidence, and professionalism.
Collaborate with leadership and department teams to determine appropriate resolutions.
Proactively follow up to ensure satisfaction and long-term client retention.
Document interactions and identify patterns that may require operational adjustments.
Act as a role model for reception team standards and professionalism.
Assist in reinforcing service protocols and best practices.
Communicate recurring client themes to management to support continuous improvement.
Develop skills aligned with future leadership responsibilities.