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:<