Client Resolution Specialist

At Milan Laser Hair Removal, we're not just transforming skin—we're transforming confidence. As the nation's largest laser hair removal provider, we're built on a culture of excellence, innovation, and delivering a world-class experience for both our clients and our team. We're looking for a Client Resolution Specialist who thrives in a fast-paced environment, stays calm under pressure, and is passionate about helping clients through difficult situations. If you enjoy solving complex problems, navigating challenging conversations, and finding solutions that support both the client and the business, you'll play a critical role on our team. Position Summary: The Client Resolution Specialist is responsible for managing Milan's most complex client concerns, including refund requests, lender disputes, negative online reviews, and other escalated service issues. In this role, you'll work directly with clients to understand their concerns, de-escalate challenging situations, and identify solutions that preserve relationships while supporting business objectives. Every conversation requires sound judgment, empathy, and strong communication. You'll partner with clinic leaders and internal teams to investigate concerns, coordinate resolutions, and create positive outcomes for both our clients and the organization. Success in this role means balancing compassion with accountability while helping retain clients and recover sales whenever possible. What You’ll Do Client Resolution & Relationship Management Manage a high volume of escalated client cases, including refund requests, lender disputes, negative online reviews, and other complex concerns De-escalate difficult situations through phone, text, and email while building trust and identifying solutions Investigate concerns, gather information, and partner with internal teams to reach fair, timely resolutions Focus on client retention and sales recovery whenever possible while ensuring a positive client experience Case Management & Operations Track, prioritize, and follow up on client cases to ensure timely resolution Partner with clinic leaders and internal teams to coordinate solutions and scheduling Follow established processes, documentation, and best practices to deliver a consistent client experience Performance & Continuous Improvement Meet or exceed productivity, refund, and client resolution goals Share client feedback and insights that help improve processes and the overall client experience Embrace new initiatives, business changes, and continuous improvement opportunities What We're Looking For 3+ years resolving complex customer concerns in a sales-focused environment Proven ability to de-escalate difficult situations while building trust and finding solutions Strong communication skills, both written and verbal Experience working toward productivity goals or key performance metrics (KPIs) Excellent judgment, attention to detail, and ability to manage multiple priorities Ability to work independently while collaborating effectively with a team Call center experience is a plus High school diploma or equivalent required; post-secondary education preferred Why You’ll Love Working Here Make a meaningful impact on our clients during some of their most important interactions Join a collaborative team that values empathy, accountability, and continuous improvement Be part of one of the nation's fastest-growing healthcare companies Opportunities for professional growth and career development Help shape an exceptional client experience that builds long-term loyalty FREE laser hair removal for employees and their spouse or legal partner Medical, dental, vision, disability and life insurance within 30 days Paid time off starting immediately Closed on 6 major holidays 401K retirement plan with vested employer match To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas. #J-18808-Ljbffr Milan Laser Hair Removal