Apply to be a Client Success Specialist at endurance Unleashed

About Us

Endurance Unleashed is where endurance athletes and active adults from across North Carolina can learn, grow, and achieve a life free of pain. We strive to ensure that our clients receive world-class customer care on top of the best possible health and wellness services. We also provide functional assessments for those who wish to improve their activity efficiency, performance, or the way they move in general.

We are a low-volume, cash-based clinic where treatment is not dictated by insurance companies. Your days will be spent helping clients one-on-one (not writing notes) to reach their fullest potential. You will be working with highly motivated people who value their health and time. And most of all, your own growth and personal development will always be a top priority.

About Our Founder

Dr. Robert Berghorn, Jr. has over 10 years of experience as a Doctor of Physical Therapy. As both an active runner and triathlete, Dr. Rob established Endurance Unleashed to be THE premiere North Carolina based clinic geared towards the endurance athlete community. Dr. Rob is a growing celebrity in the field, especially in North Carolina, and is looking to increase his impact in the community via its expansion.

The Role

Because we are growing, we are looking for a part-time, progressing to a full-time client success specialist to join our front-of-house team. In this role, you’ll have the important task of being the first point of contact with the clients of our practice. You must have previous experience in admin/office work and have a strong focus on customer service. You also must be able to work in a fast-paced environment and demonstrate extraordinary attention to detail.

Please ONLY apply if you have experience in admin and have worked in a customer service environment. You must be comfortable with talking to strangers both in person and on the phone, as well as being a self-starter. Being “organized” should be a top priority in your life, and you must be able to multitask and prioritize projects while simultaneously meeting deadlines and prioritizing your day.

You must be comfortable taking payments, talking about money, and handling customer concerns and questions about cost. PLEASE ONLY APPLY if you can handle conversations about money/cost. We are a private medical practice that deals with out-of-pocket payment and operates in an Out of Network capacity, and the conversation about money with patients cannot be ignored. If you have a positive outlook on life, you are flexible and open to change, and committed to learning, you could be just the person we are looking for to fill the position that we have available in the reception and on the front desk of one of our busy physical therapy clinics.

This position is based in our North Massapequa clinic. This is an awesome opportunity for someone who:

• LOVES PEOPLE and wants to broaden your customer service experience and skills.

• Wants to work in a fast-paced, NO-DRAMA environment where office politics, backstabbing, gossip, and negativity are NOT tolerated.

• Wants to work at a company where they can LEARN about all aspects of customer service, administration, as well as finance and marketing.

• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.

• Likes the idea of working for a smaller (but growing) company where their ideas and contributions directly impact the company’s success, direction, and growth.

• Is a quick, self-motivated learner who wants to work for a company that will invest in their education.

• Wants a position that will offer upward earning and career advancement; we want people who are interested in growth, learning, and becoming part of our team long-term.

Responsibilities and Activities

• Manage the inbound phone calls from patients wanting to book appointments.

• Communicate the value of our services (in person and on the phone).

• Successfully handle price/money objections.

• Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone, ensuring that patients are committed and bought into our service.

• Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to.

• Ensure people show up excited for their first appointment after scheduling.

• Communicate with patients before, during, and after appointments to ensure satisfaction is being achieved.

• Ensure that all invoices are raised on time, every time, and are sent to the appropriate person (in house or externally).

• Organize and plan all schedules – maximizing efficiency and revenue for the clinic.

• Foster deep relationships with patients ensuring NPS score hits agreed levels.

• Develop and regularly update the procedures library so that every aspect of the role is documented and can be achieved by anyone else in the business.

Skills Required

• Empathy: Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes.

• Knowledgeable: Be able to answer all questions asked on the phone in such a way that increases the likelihood that the person asking will want to become a customer.

• Personable: Recall names and faces of patients and in doing so, make all our patients feel welcomed and remembered.

• Experience: Provide a warm and welcoming greeting to patients when they arrive in the clinic.

• Organization and planning: Plans and organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.

• Follows through on commitments: Lives up to verbal and written agreements regardless of personal cost.

• Quick learner: Demonstrates an ability to quickly and proficiently understand and absorb new information.

• Attention to detail: Does not let important details slip through the cracks.

• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.

• Proactivity: Acts without being told what to do. Brings new ideas to the company.

Your Compensation

• Competitive salary of $16-25/hour for 20 hours/week to start depending upon previous success.

• Once full-time service is achieved, further and additional compensation will be provided, including PTO/sick pay and health allowance if required.

How to Apply

Please apply ONLY if you have at least one year of experience in an administrative role (with a strong customer service focus) position, preferably in a business-to-consumer environment. You must have a proven track record for working face-to-face with patients and being able to speak confidently on the phone.