Client Experience Associate (CEA) / Client Service Associate (CSA)

Location: Redwood Shores, CA
Company: IV Nutrition

About the Role

We are hiring a Client Experience Associate (CEA) to serve as the face of our clinic and deliver an exceptional experience for every client who walks through our doors.

This role is responsible for creating a welcoming environment, supporting clinic operations, driving membership and service sales, enhancing client retention, and supporting local marketing and social media initiatives. As a key support partner to the Clinic Director (CD) and Assistant Clinic Director (ACD), you will help ensure clients receive an exceptional experience while supporting the growth and visibility of the clinic.

This is a client-focused role that combines hospitality, sales, customer service, and operational support. The ideal candidate is energetic, personable, highly organized, and passionate about helping clients achieve their wellness goals.

What You'll Do

Client Experience & Hospitality

• Create a warm, welcoming, and professional environment for every client
• Greet clients upon arrival and ensure a smooth check-in process
• Escort clients through the clinic experience and answer questions about services
• Ensure clients feel comfortable throughout their visit
• Provide hospitality services including:
  • Blankets
  • Water and refreshments
  • Hot tea or coffee
  • Snacks
  • Comfort items as needed
• Anticipate client needs and deliver a personalized experience
• Build strong relationships that encourage repeat visits and referrals
• Address client concerns professionally and escalate issues when appropriate

Client Retention & Follow-Up

• Conduct follow-up calls, texts, and outreach to clients after visits
• Assist with membership renewals and retention initiatives
• Re-engage inactive clients through approved outreach programs
• Support client satisfaction surveys and feedback collection
• Help maintain strong client communication and ongoing engagement
• Track client preferences and notes to help personalize future visits

Sales & Membership Growth

• Educate clients on IV Nutrition services, memberships, packages, and wellness offerings
• Recommend appropriate services based on client interests and wellness goals
• Assist with membership enrollments and package sales
• Promote special offers, promotions, and clinic events
• Support clinic sales goals through relationship-based selling
• Help drive repeat business through exceptional service and follow-up
• Identify opportunities to enhance the client experience and increase client loyalty

Front Desk & Administrative Support

• Check clients in and out accurately and efficiently
• Schedule, confirm, and manage appointments
• Answer phone calls, emails, and client inquiries
• Process payments and maintain accurate transaction records
• Maintain client records and documentation within company systems
• Assist with clinic opening and closing procedures
• Support daily administrative and operational tasks
• Maintain a clean, organized, and professional reception area

Wellness Support & Client Preparation

• Obtain basic client information as directed by clinic protocols
• Perform non-clinical wellness support activities, including:
  • Vital sign collection (when permitted by company policy and state regulations)
  • Urinalysis sample collection and processing procedures (when permitted by company policy and state regulations)
• Prepare treatment areas for incoming clients
• Assist clinical staff with client comfort and workflow coordination
• Stock snacks, beverages, supplies, and hospitality items
• Ensure treatment rooms and client areas remain clean and organized

Team Support & Culture

• Support the Clinic Director and Assistant Clinic Director with daily clinic operations
• Collaborate with clinical and non-clinical team members
• Contribute to a positive, energetic, and client-focused culture
• Participate in training and professional development opportunities
• Demonstrate professionalism, reliability, and accountability

Marketing & Social Media Support

• Assist with creating and posting content on clinic social media platforms, including Instagram, Facebook, TikTok, and other approved channels
• Capture photos and videos of the clinic, events, promotions, products, and client experiences (with proper client consent and company guidelines)
• Support the promotion of memberships, special offers, events, and wellness campaigns through social media and in-clinic marketing efforts
• Engage with followers by responding to comments, messages, and inquiries as directed by company guidelines
• Help maintain a consistent and professional brand presence across all social media platforms
• Collaborate with the Clinic Director and Assistant Clinic Director to identify content opportunities and local marketing initiatives
• Assist with community outreach events, partnerships, and promotional activities
• Encourage client participation in reviews, testimonials, referrals, and social media engagement opportunities
• Monitor and communicate local trends, client feedback, and community engagement opportunities to clinic leadership
• Support the execution of corporate marketing campaigns at the clinic level

Additional Skills & Attributes

• Comfortable using social media platforms such as Instagram, Facebook, and TikTok.
• Creative mindset with an eye for engaging content and client experiences
• Strong written communication skills for social media captions and client engagement
• Comfortable taking photos and videos in a professional business environment
• Passion for wellness, hospitality, marketing, and community engagement

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Qualifications

Education

• High School Diploma or GED required
• Associate's Degree preferred but not required

Experience

• Customer service, hospitality, retail, wellness, fitness, medical office, spa, or sales experience preferred
• Membership sales, client retention, or service-based sales experience preferred
• Experience working in a fast-paced customer-facing environment preferred

Technical Knowledge

• Basic computer proficiency
• Scheduling software and point-of-sale systems preferred
• Microsoft Office and Google Workspace experience preferred

Skills & Attributes

• Outstanding customer service and hospitality skills
• Strong communication and relationship-building abilities
• Comfortable discussing services, memberships, and wellness offerings
• Confidence in sales and client education conversations
• Positive, outgoing, and professional demeanor
• Strong attention to detail
• Excellent organizational and time management skills
• Ability to multitask in a fast-paced environment
• Dependable and self-motivated
• Team-oriented mindset
• Problem-solving and conflict resolution skills
• Passion for health, wellness, and helping others

Working Conditions

• 8–10 hour shifts (9am - 7pm on weekdays)
• Some evenings, weekends, and holidays may be required based on clinic needs
• Standing, walking, and moving throughout the clinic during shifts
• Climate-controlled clinic environment

Is This Role For You?

Who This Role Is For

• Someone who genuinely enjoys working with people
• A hospitality-minded professional who loves creating exceptional experiences
• Someone who is comfortable discussing services and making recommendations
• A relationship builder who enjoys turning first-time visitors into loyal clients
• Someone who thrives in a fast-paced, team-oriented environment
• A self-starter who takes pride in delivering excellent service

What This Role Is Not For

• Someone who prefers minimal interaction with clients
• Someone uncomfortable discussing memberships, packages, or sales opportunities
• Someone who struggles with multitasking or staying organized
• Someone who prefers working independently with limited customer interaction

Reality Check

Every client interaction matters.

You will often be the first person clients meet and the last person they see before leaving. Your attitude, energy, and attention to detail directly impact client satisfaction, retention, and the overall success of the clinic.

Clients may have questions, concerns, scheduling issues, or need extra attention. Some days will be busy, and priorities may change quickly.

Success in this role comes from creating memorable experiences, building genuine relationships, supporting your team, and helping clients return again and again.

If you enjoy connecting with people, delivering exceptional service, and contributing to a growing wellness business, this role could be a great fit for you.