IMMEDIATE HIRE - Client / Customer Service Rep

Client Relations & Retention Specialist
Schedule: Full-time, in office, Monday-Friday
Fulfillment Director

DentalQore is a website design and digital marketing company based in American Fork, Utah. We help dental practices grow through high-performing websites, SEO strategies, communication tools, and technology designed around the needs of modern dental teams.
Our mission is simple: help people grow. That includes the dental practices we serve and the team members who make that growth possible. At DentalQore, we value positivity, accountability, collaboration, and continuous improvement.
We help clients regain clarity, confidence, and momentum when their relationship with DentalQore is being tested.
DentalQore is looking for a confident, empathetic, and commercially minded Client Relations & Retention Specialist to support clients when their relationship with our company is at risk.
This is not a traditional customer service position. You will work directly with clients who are frustrated, questioning their results, experiencing service issues, or considering cancellation.
You will help clients feel heard while confidently guiding them toward a decision.
Identify the underlying reason an account is at risk, including cost, business results, service experience, communication concerns, or loss of trust
Develop and present practical account recovery plans with defined actions, owners, timelines, and measures of success
Make direct and professional retention asks rather than allowing cancellation conversations to immediately move into transition logistics
Explain websites, SEO, analytics, digital marketing, and account performance in language clients can easily understand
Connect technical performance to the business outcomes clients care about, such as calls, appointments, patient opportunities, and practice growth
Coordinate with internal teams to resolve service, quality, billing, website, marketing, and communication concerns
Set realistic expectations and avoid making promises the company cannot support
Document client conversations, commitments, risks, and follow-up activities accurately in the company’s CRM
Support a respectful and organized transition when a client ultimately decides to leave
Help provide leadership with clear visibility into cancellation reasons, at-risk accounts, and retention outcomes
Performance may be measured through client retention and save rate, revenue retained, recovery-plan acceptance, timeliness of client follow-up, completion of promised actions, documentation quality, client satisfaction following escalations, and quality reviews of recorded client conversations.
Comfortable discussing money, performance, expectations, and trust
Focused on helping clients make confident decisions rather than winning arguments
At least two years of experience in client relations, customer success, account management, client retention, inside sales, or a comparable client-facing role is strongly preferred
Experience working with dental practices or other small-business clients is an advantage
A confident and professional phone presence
Comfort reviewing performance data and explaining it in practical business terms
Familiarity with SEO, websites, Google Analytics, lead generation, or digital marketing is preferred
Experience using CRM, ticketing, call-recording, or account-management systems is preferred
Experience developing account recovery, renewal, or retention plans is preferred
Training in consultative selling, objection handling, negotiation, or customer success is an advantage
Full-time, in-office attendance in American Fork, Utah is required
We first identify the outcome the client believes is missing, using the client’s own language. The goal is not to pressure clients or rely primarily on discounts to save accounts. We want every at-risk client to receive prompt, organized, and confident communication. Recovery plans should be specific, documented, and completed on time. You will work across departments to resolve meaningful client concerns, restore confidence, and help clients recognize the value of their partnership with DentalQore. You will also help leadership understand why accounts become at risk and where we can improve our service, communication, and internal processes.
If you enjoy solving problems, navigating difficult conversations, building trust, and helping clients make confident decisions, this role gives you the opportunity to directly influence both client satisfaction and retention.
Life insurance and supplemental benefits

• PTO and paid holidays
• Structured training and growth opportunities