Client Re-Engagement Specialist

Job Description

Company Overview: Ultra Cryo & Recovery is a veteran-owned, family-operated wellness, recovery, and aesthetics company with locations in Auburndale, Lakeland, and Davenport, Florida. We provide innovative, non-invasive services including Cryotherapy, CryoSlimming®, CryoFacials®, body contouring, weight loss, peptide therapies, injection therapies, red light therapy, and recovery treatments. Since 2019, we have helped more than 25,000 clients improve their health, confidence, and quality of life through personalized care, advanced technology, and a concierge-level experience. t. Our Ultra Core Values: U \= Understanding L \= Loyalty T \= Trustworthy R \= Respectfulness A \= Attentive Job Summary As a Client Re-Engagement Specialist at Ultra Cryo & Recovery, you will be responsible for reconnecting with former clients, dormant prospects, no-shows, canceled appointments, expired packages, and unconverted consultations to generate appointments and revenue opportunities. You will utilize phone calls, text messaging, email campaigns, CRM workflows, and other approved communication methods to reactivate clients and promote current services, specials, and treatment opportunities. Success in this role is measured by outbound activity, appointments booked, booking fees received, appointments shown, booking percentage, revenue generated, CRM compliance, and overall contribution to center growth. Pay: This position will be part-time, starting pay is $8.00 to $10.00 per hour and working 30+ hours per week Monday - Sunday Incentives: $10 per shown appointment when booking fee is collected. $5.00 per same day shown appointment no booking fee needed Pay After 30 days: After successfully completing the initial 30-day training and probationary period, the incentive structure changes to $25.00 for every booked and shown appointment where a booking fee was collected. Incentives: $5.00 per same day shown appointment no booking fee needed Responsibilities Tasks may include, but are not limited to: Complete 300+ outbound activities daily, including phone calls, text messages, emails, CRM communication, and follow-up attempts. Contact inactive clients from 6-month, 1-year, 2-year, and 3-year databases. Contact former CryoSlimming®, CryoFacial®, weight loss, and injection clients. Contact canceled appointments, no-shows, expired packages, and non-converted consultations. Promote current monthly specials, promotions, and new services. Generate 4-6 consultation appointments daily. Secure booking fees when applicable. Schedule appointments accurately within the correct location and provider schedule. Follow approved scripts and communication processes. Maintain consistent follow-up until a clear outcome is achieved. Utilize phone, CRM systems, texting platforms, and email campaigns effectively. Maintain accurate documentation of all communications and client interactions. Monitor appointment outcomes and assist in recovering missed revenue opportunities. Generate referrals from current and former clients. Identify opportunities for upselling and cross-selling services. Communicate effectively with Center Managers regarding client feedback and opportunities. Provide exceptional customer service throughout the re-engagement process. Participate in coaching, training, and team meetings. Other duties as assigned. Key Performance Indicators (KPIs): Complete a minimum of 300 outbound activities per day. Generate 4–6 appointments per day. Generate 20–30 appointments per week. Maintain a minimum reactivation booking rate of 15%. Maintain a minimum show rate of 50%. Collect 90%+ booking fees according to company policies and procedures. Generate a minimum of 5 referrals per month. Maintain 100% CRM documentation compliance. Follow approved scripts and communication processes. Maintain professionalism in all communications representing Ultra Cryo & Recovery. Failure to consistently meet performance standards may result in additional coaching, corrective action, performance improvement plans, or termination. Qualifications and Skills: High school diploma or equivalent. Previous appointment setting, sales, customer service, call center, or lead generation experience preferred. Strong outbound calling experience. Excellent verbal and written communication skills. Comfortable working in a high-volume outbound environment. Ability to build rapport and re-engage dormant clients. Strong objection-handling skills. Proficiency with CRM software and communication platforms. Self-motivated and goal-oriented. Strong organizational and time management skills. Ability to work independently. Positive, competitive, and results-oriented attitude. Strong desire to contribute to company growth and success. Working Environment: Work is performed in a typical office or remote office environment with moderate noise levels. Position requires managing multiple projects, communications, and priorities simultaneously while maintaining professionalism and responsiveness. Benefits Flexible schedule Paid training \ Workwolf