Client Experience Coordinator (remote position)
Job Description: Client Experience Coordinator (Remote)
Company Overview:
At Panacea Luxury Spa Boutique, the cornerstone of the beautiful Quarry Trails health & wellness development park, we are growing fast and are looking to expand our Client Experience Team with a dynamic, dependable, and service-focused Client Experience Coordinator!
As you enter the spa, you'll immediately realize there is no other spa like this in Columbus—or even in this region of the country. The deep plums and forest greens welcome you into a space designed for peace, healing, and tranquility. Our all-natural approach to health and wellness, through therapeutic-grade services and thoughtfully curated product lines, leaves our clients feeling relaxed, restored, rejuvenated, and eager for their next visit. During their wellness journey, clients enjoy luxury spa amenities including Himalayan Salt Saunas, Eucalyptus Steam Rooms, Cold Plunge and Hot Hydrotherapy Pools, a Rooftop Patio & Cocktail Bar, and a wide variety of therapeutic services. What truly makes Panacea unique, however, is our specialization in Oncology Therapeutics and our commitment to helping people heal physically, emotionally, and spiritually.
If you are someone who enjoys helping people, thrives in a fast-paced environment, can remain calm under pressure, and takes pride in delivering exceptional customer service, Panacea Luxury Spa Boutique may be the perfect fit for you.
Opportunity Overview:
The Client Experience Coordinator serves as one of the primary voices of Panacea Luxury Spa Boutique. This role is responsible for answering incoming phone calls, assisting clients with scheduling and rescheduling appointments, responding to inquiries, helping resolve concerns, and ensuring every interaction reflects the luxury experience and service standards that define Panacea.
This is a remote, work-from-home position. However, all new hires are required to complete 3-5 days of in-person training at our spa in Columbus, Ohio, and attend our monthly team meetings held on the fourth Tuesday of each month.
This position is ideal for a mature, responsible individual seeking part-time employment, including stay-at-home parents, college students, retirees, or professionals looking for supplemental income. However, due to the nature of client interactions, applicants must be at least 18 years of age.
Our clients are wonderful people the vast majority of the time, but occasionally situations arise where individuals may be frustrated, demanding, emotional, impatient, or difficult. We are looking for someone who can remain calm, professional, compassionate, and solution-oriented in those moments while representing the Panacea brand with confidence and grace.
Key Responsibilities:
1. Client Communication:
• Answer incoming phone calls professionally and efficiently.
• Assist clients with scheduling, rescheduling, and canceling appointments.
• Answer questions regarding services, pricing, policies, promotions, memberships, gift cards, and amenities.
• Provide exceptional customer service while maintaining Panacea's luxury service standards.
• Respond to client inquiries promptly and accurately.
• Route calls and messages to the appropriate department when necessary.
• Monitor and respond to Slack communications throughout scheduled shifts.
• Proactively identify and communicate scheduling opportunities, client concerns, and operational issues to leadership.
2. Appointment Management:
• Navigate and manage appointments within Zenoti.
• Assist with waitlists and appointment optimization.
• Identify opportunities to maximize provider utilization and schedule efficiency.
• Help fill open appointment times when cancellations occur.
• Assist with appointment confirmations and client follow-up communications.
3. Client Experience & Problem Resolution:
• Professionally de-escalate client concerns and complaints.
• Listen actively and identify appropriate solutions whenever possible.
• Escalate complex situations to management when necessary.
• Maintain composure when dealing with challenging client interactions.
• Ensure every client feels heard, valued, and respected.
4. Administrative Support:
• Utilize Slack for daily communication and team collaboration.
• Document client interactions and notes appropriately.
• Maintain confidentiality of client information.
• Assist with special projects and administrative tasks as assigned.
• Stay current on company offerings, promotions, policies, and procedures.
5. Team Participation:
• Attend required training during onboarding.
• Participate in monthly team meetings held on the fourth Tuesday of each month.
• Collaborate effectively with Wellness Guides, Service Providers, Managers, and Leadership.
• Help support a positive and team-oriented culture.
Required Qualifications:
• Must be at least 18 years old.
• High school diploma or equivalent.
• Previous customer service experience required (1-3+ years preferred).
• Strong verbal communication skills.
• Excellent problem-solving abilities.
• Comfortable learning and navigating technology platforms.
• Ability to quickly learn and utilize Zenoti, Slack, internet-based systems, and other software programs.
• Strong attention to detail.
• Ability to multitask while maintaining professionalism and accuracy.
• Ability to remain calm under pressure and manage difficult client interactions professionally.
• Reliable internet connection and a quiet work environment suitable for handling client calls.
• Reliable and dependable work ethic.
• Strong personal accountability and integrity.
• Positive, friendly, and professional demeanor.
• Ability to work independently with minimal supervision.
• Adaptable to change and a growing organization.
• Ability to work scheduled shifts consistently without distractions from childcare, school activities, or other employment obligations during working hours.
• Must maintain a professional home office environment free from excessive background noise.
• Must be comfortable handling a high volume of calls during peak periods.
Preferred Qualifications:
• 1-3+ years experience in hospitality, luxury retail, wellness, spa, salon, healthcare, or customer service environments.
• Experience working remotely.
• Experience using scheduling software, CRM systems and/or Zenoti.
• Call center or client support experience.
Compensation:
• Starting Pay: $15.00 per hour
• W2 Employee
• Paid Training
• Part-Time Schedule (currently looking to fill Monday morning from 9-1, Wednesday and Thursday evenings from 5-8PM; and Saturdays from 9am-6pm)
• Remote Work Environment
• Employee Discounts on Spa Services, Retail Products, and Boutique Items
• Ongoing Training and Development Opportunities
Why You'll Love Working at Panacea:
At Panacea, we believe exceptional client experiences begin with exceptional team members. Our Owner, Krista, is actively involved in the business and remains committed to creating a supportive, positive, and growth-oriented environment where team members are valued and appreciated.
This is more than just answering phones. It is an opportunity to serve as a trusted guide for individuals seeking relaxation, healing, wellness, and self-care. Every interaction you have helps shape the experience our clients receive and contributes directly to the success of our mission.
If you are dependable, compassionate, technologically savvy, and passionate about helping people, we would love to meet you. To apply, please submit your resume along with a brief description of who you are and why you believe you would be a great fit for the Panacea Luxury Spa Boutique family.
We look forward to hearing from you!