Client Experience Specialist (Customer Care & Scheduling)

Cherie Amour Inc.; Pullman (WA); On-site; USD 20,664 - 34,440; Full time

Benefits offered by this job

Competitive hourly pay

Performance-based bonuses

Medical, dental, vision benefits

Paid vacation and sick leave

Opportunity for growth

Job summary

EmergencyMD in Pullman, WA is looking for a full-time Client Experience Specialist. This role involves enhancing the client journey through effective communication and support from initial inquiry to post-session follow-up. Candidates should have at least 1 year of customer service experience, strong multitasking abilities, and familiarity with CRM systems. The position offers competitive pay, performance bonuses, and benefits including medical, dental, and 401(k).

Qualifications

• 1+ years of experience in customer service, client relations, or administrative support.
• Ability to manage priorities efficiently and professionally communicate.
• Detail-oriented and thrives in a structured environment.

Responsibilities

• Handle inbound and outbound client communications effectively.
• Book and manage client appointments, ensuring accurate documentation.
• Guide clients through pre-session and post-session processes.

Skills

Strong communication skills (phone, email, and text)

High level of organization

Client relations

Multitasking ability

Tools

CRM systems

Scheduling systems

Job description

Client Experience Specialist (Customer Care & Scheduling)

Customer Experience | Client Support | Scheduling & Communication

Location: Pullman, WA

Position: Full-time

Cherie Amour is seeking a Client Experience Specialist to join our Customer Experience team. This role is focused on creating a seamless, supportive, and elevated experience for every client from first inquiry through post-session communication.

You will be the voice and communication hub of the client journey, ensuring every client feels informed, cared for, and confident at every step. This role is focused on delivering an elevated client experience through clear communication, thoughtful coordination, and strong operational support.

What You'll Do

Client Communication & Support

• Handle inbound and outbound client calls, emails, and texts.
• Provide clear, friendly, and accurate information about services, sessions, and scheduling.
• Ensure clients feel supported, informed, and confident throughout their experience.

Scheduling & Coordination

• Book, manage, and adjust client appointments.
• Coordinate schedules between clients and internal teams.
• Ensure all bookings are accurate and properly documented in the system.

Client Experience Management

• Guide clients through pre-session preparation and post-session follow-ups.
• Maintain consistent communication to reduce confusion and improve client satisfaction.
• Proactively follow up with clients to ensure smooth progression through their journey.

CRM & Administrative Support

• Maintain accurate and up-to-date client records in the CRM.
• Track client communication, status, and scheduling details.
• Support internal team organization through clean and consistent data entry.

Team Collaboration

• Work closely with sales, marketing, and production teams to ensure a seamless client journey.
• Communicate client needs, updates, and issues clearly across departments.
• Help identify ways to improve the overall client experience.

This Role Is a Strong Fit If You

• Are confident and comfortable communicating with clients over the phone.
• Enjoy helping people and creating positive, seamless experiences.
• Are highly organized and detail-oriented.
• Can manage multiple conversations, schedules, and tasks at once.
• Communicate clearly, warmly, and professionally in all situations.
• Are dependable, consistent, and proactive in follow-up.
• Thrive in a structured, fast-paced environment.

Requirements

• 1+ years of experience in customer service, client relations, scheduling, or administrative support.
• Strong communication skills (phone, email, and text).
• High level of organization and attention to detail.
• Comfortable using CRM or scheduling systems.
• Ability to multitask and manage priorities efficiently.
• Professional, friendly, and calm communication style.

Preferred Experience

• Experience in a client-facing or appointment-based business.
• Familiarity with CRM or booking systems.
• Experience working in a service-based or experience-driven business.

Compensation & Benefits

• Competitive hourly pay (based on experience)
• Performance-based bonus opportunities
• Medical, dental, vision, life, LTD, and 401(k)
• Paid vacation and sick leave
• Paid training and ongoing development
• Opportunity for growth within the client experience team