Client Retention Specialist

About Spot On Veterinary

At Spot On Veterinary, we believe exceptional care starts with exceptional client experiences. From our hospital to our pet hotel, we pride ourselves on being warm, professional, and responsive—especially when clients need us most. We are a fast-paced, team-oriented environment that values compassion, accountability, and continuous improvement.

Position Summary

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.

Key Responsibilities

Front Desk & Operational Support

• 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.

Client Retention & Escalations

• 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.

Leadership Development & Collaboration

• 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.

Qualifications

• 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.

Who You Are

• Client-Focused: You care deeply about how clients feel after every interaction.

• Emotionally Intelligent: You can navigate challenging conversations without becoming reactive.

• Adaptable: You’re comfortable floating between departments and environments.

• Leadership-Minded: You are looking for growth and see yourself moving toward management.

• Accountable: You follow issues through to resolution and elevate standards around you.

What We Offer

• Competitive compensation reflective of this elevated role

• Health benefits and paid time off

• 401(k) retirement plan

• Cross-training in hospital and hotel operations

• A defined growth track toward leadership

• A supportive, team-driven culture