Recover Payment Specialist Massage, Stretch, and Skin Care Services

Qualifications

• 2 to 3 years of desktop support experience
• Strong written English for US-based customers
• Prior experience supporting an e-commerce or marketplace business
• Proficiency with Zendesk (or similar helpdesks)
• Experience handling payment, refund, or payout-related inquiries
• Resourcefulness:
  Ability to find context independently and maintain a solution-oriented mindset.
• Clear communication skills for interacting with both customers and internal team members.
• Analytical skills: A trendseeker who notices patterns in issues and proactively raises them to management.
• Ability to understand user pain points and put yourself in the customer's shoes.
• Strong attention to detail

• Outbound Conversational Drive:
  Proactively initiate outbound calls to members and prospects, guiding the conversation from greeting to secured booking by building quick rapport and steering the call naturally.
• Consultative Sales & Retention:
  Identify members with only one or two services remaining on their current membership. Offer promotions and successfully upsell new membership tiers or enhancement services (e.g., aromatherapy, Total Body Stretch, facials).
• Appointment Management:
  Proactively confirm upcoming appointments to minimize no‑shows and same‑day cancellations.
• Payment Recovery:
  Reach out to members regarding failed credit card transactions (suspended membership dues) to resolve billing issues and secure outstanding funds.
• Empathic Communication:
  Handle sensitive membership billing and scheduling discussions with empathy while maintaining the clinic’s business interests.
• Adaptive Support:
  Manage ad hoc administrative or member-facing requirements as the role evolves.

• Reliable hardware: A reliable computer (at least an i5 processor) and a stable high-speed internet connection.
• Professional workspace: A quiet, cozy workspace to handle calls and chats.
• Schedule flexibility:
  Flexible with work schedule to support clinic hours, including some evenings and weekends.

• Experience navigating different CRMs and using a power dialer/calling tool. Zenoti and Mojo Dialer experience would be a plus.

• Only shortlisted candidates will be contacted.
• Kindly fill out this Skills Assessment form.