Customer Success Executive

JR United Kingdom; Leeds; On-site; GBP 30,000; Full time

Job summary

An established industry player in dental care is seeking a Retention Specialist to enhance patient satisfaction and retention. In this dynamic role, you will proactively engage with patients looking to cancel their appointments, using your exceptional communication and negotiation skills to address their concerns and offer solutions. You will thrive in a supportive team environment, where your efforts directly contribute to patient care and satisfaction. If you are passionate about customer service and have a proven sales background, this is an exciting opportunity to make a meaningful impact in a growing practice.

Benefits

Ongoing training and development

Friendly and supportive team environment

Career progression opportunities

Performance-based commission structure

Qualifications

• 2+ years sales experience in a customer-facing role.
• 1+ year experience in customer retention with proven success.

Responsibilities

• Contact patients wishing to cancel or reschedule appointments.
• Provide solutions and encourage patients to keep their treatments.
• Maintain accurate patient records in the CRM system.

Skills

Sales Experience

Customer Retention

Communication Skills

Negotiation Skills

Problem-Solving Skills

Empathy

Self-Motivated

Tools

CRM Systems

Job description

Social network you want to login/join with:

Customer Success Executive, Leeds, West Yorkshire

Client:

Smile White

Location:

Leeds, West Yorkshire, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

13.04.2025

Expiry Date:

28.05.2025

Job Description:

At Smile White, we take pride in providing exceptional dental care to our patients in a comfortable and welcoming environment. Our team is dedicated to helping patients maintain their oral health and smile with confidence. As part of our continued growth, we are looking to expand our team with an experienced Retention Specialist. If you have a proven track record in sales, a knack for understanding and addressing patient concerns, and experience in managing cancellations, we want you to be part of our team!

Role Overview:

As a Retention Specialist at Smile White, you will be responsible for reaching out to patients who wish to cancel their scheduled dental treatments. Your role will involve using your excellent communication and persuasion skills to understand the reasons behind cancellations and work with patients to keep their appointments. The goal is to provide patients with solutions that help them continue their treatment while delivering exceptional customer service.

Key Responsibilities:

1. Proactively contact patients who wish to cancel or reschedule their appointments, providing a positive and understanding experience.
2. Use your problem-solving and negotiation skills to offer solutions, address concerns, and encourage patients to keep their treatments.
3. Maintain accurate patient records and ensure all cancellation information is updated in our CRM system.
4. Collaborate with the wider team to coordinate treatment schedules and ensure efficient patient flow.
5. Meet or exceed monthly targets for cancellations prevented and patient retention rates.
6. Provide exceptional customer care, ensuring patients feel valued and well-informed throughout the process.

Skills & Experience:

1. At least 2 years previous sales experience, ideally in a customer-facing role, with the ability to build rapport and close deals effectively.
2. A minimum of 1 year experience in customer retention with a proven track record of successfully retaining customers.
3. Strong communication and negotiation skills with a confident telephone manner.
4. Ability to remain calm and empathetic, particularly when addressing patient concerns or objections.
5. Self-motivated and target-driven with the ability to manage multiple tasks and priorities effectively.
6. Previous experience with CRM systems is a plus, but not essential.
7. A passion for customer service and improving patient satisfaction.

What We Offer:

1. Competitive salary of £30,000 per year.
2. Ongoing training and development to help you succeed in your role.
3. A friendly, supportive, and dynamic team environment.
4. Opportunities for career progression as our practice continues to grow.
5. Commission structure based on performance, giving you the potential to increase your earnings.

Schedule:

1. Monday to Friday

Ability to commute/relocate:

1. Leeds LS12: reliably commute or plan to relocate before starting work (required)