Client Relations & Retention Specialist

Client Relations & Retention Specialist

• Location:
  
  American Fork, Utah
• Schedule:
  
  Full-time, in office, Monday-Friday
• Reports to:
  
  Sr. Fulfillment Director

Dental Qore is a website design and digital marketing company based in American Fork, Utah. We help dental practices grow through high-performing websites, SEO strategies, communication tools, and technology designed around the needs of modern dental teams.

Our mission is simple: help people grow. That includes the dental practices we serve and the team members who make that growth possible. At Dental Qore, we value positivity, accountability, collaboration, and continuous improvement.

Our Client Relations team plays an important role in that mission. We do more than respond to problems. We help clients regain clarity, confidence, and momentum when their relationship with Dental Qore is being tested.

Dental Qore is looking for a confident, empathetic, and commercially minded Client Relations & Retention Specialist to support clients when their relationship with our company is at risk.

This is not a traditional customer service position. You will work directly with clients who are frustrated, questioning their results, experiencing service issues, or considering cancellation.

Your role will be to understand what is truly driving the client’s concern, take ownership of the conversation, coordinate an effective recovery plan, and clearly ask the client to continue the relationship.

The right person can protect a client relationship without becoming passive, defensive, or overly technical. You will help clients feel heard while confidently guiding them toward a decision.

• Lead conversations with clients who are dissatisfied, escalating concerns, or considering cancellation
• Identify the underlying reason an account is at risk, including cost, business results, service experience, communication concerns, or loss of trust
• Build confidence through clear recommendations, decisive next steps, and consistent follow-through
• Develop and present practical account recovery plans with defined actions, owners, timelines, and measures of success
• Make direct and professional retention asks rather than allowing cancellation conversations to immediately move into transition logistics
• Explain websites, SEO, analytics, digital marketing, and account performance in language clients can easily understand
• Connect technical performance to the business outcomes clients care about, such as calls, appointments, patient opportunities, and practice growth
• Address objections using value, evidence, and thoughtful solutions
• Coordinate with internal teams to resolve service, quality, billing, website, marketing, and communication concerns
• Set realistic expectations and avoid making promises the company cannot support
• Document client conversations, commitments, risks, and follow-up activities accurately in the company’s CRM
• Maintain ownership of each concern until the agreed-upon resolution or next step is complete
• Identify recurring sources of client dissatisfaction and communicate those patterns to leadership
• Support a respectful and organized transition when a client ultimately decides to leave
• Help provide leadership with clear visibility into cancellation reasons, at-risk accounts, and retention outcomes

Performance may be measured through client retention and save rate, revenue retained, recovery-plan acceptance, timeliness of client follow-up, completion of promised actions, documentation quality, client satisfaction following escalations, and quality reviews of recorded client conversations.

You will do well here if you can build trust quickly, communicate with calm authority, and remain solutions-focused during difficult conversations.

We are looking for someone who can show empathy without losing control of the conversation. You should be willing to ask thoughtful questions, acknowledge concerns without becoming defensive, make clear recommendations, and directly ask clients to reconsider cancellation when appropriate.

• Confident and professional when handling difficult client conversations
• Str…