Booking Retention Specialist
On-siteMontréal, Quebec, Canada
Job Summary
Conduct daily outbound call and messaging campaigns to re-engage, confirm, and secure unconfirmed bookings ahead of scheduled sessions. Actively handle client doubts, address objections, and reignite excitement to minimize cancellations and eliminate no-shows. Serve as the primary point of contact for incoming calls, assisting with location guidance, last-minute delays, and real-time scheduling adjustments. Efficiently reschedule missed or canceled appointments, turning potential losses into confirmed future studio sessions. Monitor success through key indicators including confirmation rates, no-show reduction, call volume, and rebooking conversions. Collaborate closely with the initial sales team and studio coordinators to ensure seamless communication.
Required Qualifications
- 2–5 years of experience in a role that balances customer care, hospitality, or front-desk reception with phone-based sales, retention, or appointment setting
- a warm, charismatic, and persuasive phone presence that puts people at ease while confidently steering conversations to secure commitments
- persuasive and sales-minded, with a demonstrated ability to overcome objections, build rapport quickly over the phone, and re-engage hesitant clients with enthusiasm
- calm, ultra-positive, and solution-focused when a client is lost, stuck in traffic, or having a last-minute panic
- a clear and fluent communicator in English, both written and verbal
- tech-comfortable and quick to pick up new tools, CRMs, scheduling software, Slack, and Google Workspace
Desired Qualifications
- speaking French or Spanish
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