Job Description
Job DescriptionA Noticed Difference Therapeutic Massage Studio is looking for a warm, organized, dependable Client Care & Growth Coordinator to join our team.
We are a therapeutic massage practice built around helping our clients experience less stress and muscle pain so they can experience more joy in their everyday lives.
This position is much more than answering phones.
You will be one of the primary people responsible for making sure our clients feel cared for from the moment they contact us through scheduling, checkout, follow-up, and at their next visit.
You will also help us stay connected with our clients through thoughtful outreach and consistent step by step social media execution.
If you are naturally organized, enjoy helping people, communicate well, notice details, follow through on what you say you will do, and want an opportunity to grow with a small business, we would love to meet you.
What You'll Do:
Client Care & Front Desk
You will help create a warm, professional and organized experience for every client that interacts with our office.
Your responsibilities will include:
- Welcome clients and create a positive first impression.
- Answer incoming phone calls, texts and client messages.
- Schedule, reschedule and confirm appointments.
- Check clients in and out.
- Process payments accurately and securely
- Explain our basic services, policies and membership information.
- Manage the appointment calendar and therapist availability.
- Maintain and work the client waitlist.
- Help fill appropriate openings when cancellations occur.
- Communicate schedule changes professionally and promptly.
- Keep client information and records accurate.
- Identify client concerns and escalate clinical or management issues appropriately.
- Help maintain an organized, welcoming front-desk environment.
- Protect client privacy and maintain confidentiality.
Client Relationship & Growth:
One of the most important parts of this position is helping A Noticed Difference take care of our client relationships we have already built.
You will help make sure clients do not fall through the cracks.
This includes:
- Following up with new clients after their first visit.
- Contacting clients who have not scheduled their next appointment.
- Reaching out to clients who cancel or reschedule without booking another appointment.
- Re-engaging inactive clients according to A.N.D.'s outreach system.
- Following up with clients who have expressed interest in services or membership.
- Communicating available appointments to appropriate clients.
- Managing waitlist opportunities.
- Requesting client reviews when appropriate.
- Supporting client appreciation and relationship-building initiatives.
- Documenting outreach accurately so the team knows what has been communicated.
- Recognizing opportunities for the therapist or owner to follow up when a client needs additional support.
You are not expected to “sell” clients.
Our approach is relationship-based: we listen, help, inform and make it easy for clients to continue their sessions with us when appropriate.
Social Media & Marketing Support:
You will also help keep A Noticed Difference's social media presence consistent and active.
You will:
- Schedule and publish approved social media content.
- Organize the monthly content calendar.
- Repurpose approved content into posts and stories.
- Assist with simple Canva graphics and social media formatting.
- Help capture appropriate behind-the-scenes photos and short videos when requested.
- Monitor and respond to basic social media comments and messages.
- Help organize photos, videos and marketing assets.
- Track which posts and content are being published.
- Bring ideas for content that may be useful to our clients.
You will not be expected to independently create the marketing content.
Your role is to assist in making sure the plan actually gets executed consistently.