Client Resolution Specialist

About Milan Laser Hair Removal

Milan Laser Hair Removal is recognized as the nation's largest provider of laser hair removal services. We are dedicated to fostering a culture of innovation, excellence, and delivering superior experiences to both our clients and employees. Our mission goes beyond improving skin—we aim to boost confidence through quality service.

Position Overview

The Client Resolution Specialist role involves handling the most challenging client concerns, including refund requests, lender disputes, negative reviews, and other escalated service matters. The specialist will engage directly with clients to listen and understand their issues, manage tense situations, and develop solutions that protect client relationships while aligning with organizational goals.

Success in this position requires exceptional judgment, empathy, and communication skills. Collaborating closely with clinic leaders and internal departments, the specialist will investigate issues, coordinate resolutions, and foster positive client outcomes. The role focuses on achieving balance between compassion, accountability, client retention, and sales recovery.

Key Responsibilities

• Manage a substantial volume of complex client cases by resolving refund requests, lender conflicts, and negative online feedback.
• De-escalate difficult interactions via phone, text, and email, building client trust and identifying effective resolutions.
• Conduct thorough investigations of client concerns and partner with various teams to deliver equitable and timely solutions.
• Prioritize client retention and sales recovery efforts while maintaining excellent client experience standards.
• Maintain accurate records of client cases, track progress, and ensure timely follow-up and closure.
• Work collaboratively with clinic management and internal teams to coordinate resolutions and scheduling matters.
• Adhere to established processes and documentation to guarantee consistent client service.
• Achieve or surpass performance indicators, including productivity and refund targets.
• Provide actionable client feedback to improve operational processes and overall client satisfaction.
• Adapt to business initiatives, changes, and continuous improvement efforts.

Candidate Profile

• Minimum of three years’ experience managing complex customer issues within a sales-driven environment.
• Demonstrated capability to defuse challenging situations effectively while fostering trust and solution-oriented approaches.
• Strong verbal and written communication skills.
• Experience working toward clearly defined productivity and key performance goals.
• Excellent judgment, meticulous attention to detail, and skillful prioritization of multiple tasks.
• Ability to work independently yet collaborate well with team members.
• Exposure to call center environments is advantageous.
• High school diploma or equivalent required; further education preferred.

Why Work With Us

• Opportunity to affect clients profoundly during critical interactions.
• Participate in a teamwork-oriented culture valuing empathy, accountability, and ongoing improvement.
• Join a rapidly expanding leader in healthcare services across the nation.
• Access professional development and career advancement opportunities.
• Influence the creation of outstanding client experiences and build lasting customer loyalty.

Benefits

• Complimentary laser hair removal treatments for employees and their spouses or legal partners.
• Medical, dental, vision, disability, and life insurance plans effective within 30 days of hire.
• Paid time off available immediately.
• Company closed on six major holidays annually.
• 401(k) retirement plan with employer contributions that vest.

Additional Information

To excel in this position, candidates must satisfactorily perform essential duties and meet required knowledge and skill benchmarks. Reasonable accommodations are available for individuals with disabilities to execute necessary functions. Additional duties may be assigned as needed. We value diversity and seek qualified candidates from all backgrounds. Please note this position does not offer visa sponsorship at this time.

Location: Omaha, NE (Onsite)
Schedule: Monday through Friday, 9 AM to 5 PM with rotating Saturdays
Compensation: $25 per hour
Status: Full-time, hourly