Medspa Client Care Coordinator

Job Description

Job Description

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.