What are the responsibilities and job description for the Client Experience Specialist position at Dempsey Centers for Quality Cancer Care?
Job Title: Client Experience Specialist
Reports to: Office Manager
FLSA Status: Non-Exempt
Hours: 40 hours per week Lewiston & Westbrook Centers
Dempsey Center Mission Values
At the Dempsey Center, our mission is to make life better for people impacted by cancer. Our core focus is on meeting our clients where they are and offering care and community that supports them in every part of their journey. We are seeking candidates who are passionate about our mission, eager to support our clients, and who live and model our core values of compassion, teamwork, humility, resilience, respect, and commitment.
Position Summary
The Client Experience Specialist (CXS) is often the first point of contact at the Dempsey Center, providing a warm, compassionate welcome to all clients and visitors. The CXS member is responsible for greeting clients and guests, answering calls, scheduling client appointments, managing client intake process, and maintaining waiting areas. In addition to keeping the front desk in order, CXS will work with fellow team members and volunteers to support the Center’s vision, values, and organizational culture.
Essential Functions and Core Responsibilities
Reports to: Office Manager
FLSA Status: Non-Exempt
Hours: 40 hours per week Lewiston & Westbrook Centers
Dempsey Center Mission Values
At the Dempsey Center, our mission is to make life better for people impacted by cancer. Our core focus is on meeting our clients where they are and offering care and community that supports them in every part of their journey. We are seeking candidates who are passionate about our mission, eager to support our clients, and who live and model our core values of compassion, teamwork, humility, resilience, respect, and commitment.
Position Summary
The Client Experience Specialist (CXS) is often the first point of contact at the Dempsey Center, providing a warm, compassionate welcome to all clients and visitors. The CXS member is responsible for greeting clients and guests, answering calls, scheduling client appointments, managing client intake process, and maintaining waiting areas. In addition to keeping the front desk in order, CXS will work with fellow team members and volunteers to support the Center’s vision, values, and organizational culture.
Essential Functions and Core Responsibilities
- Greeting clients and visitors warmly; ensure a welcoming, helpful experience
- Answer phones, respond to inquiries, and direct clients to appropriate resources.
- Provide tours, complete intake paperwork, assign memberships, and enter accurate client data into MindBody.
- Schedule appointments and guide clients to programs, services, and classes.
- Maintain organized waiting areas and keep printed resources up to date.
- Set up and break down rooms for services such as acupuncture clinics and support groups.
- Perform basic administrative tasks (filing, scanning, photocopying).
- Collaborate with team members to support a compassionate, client-focused environment.
- Receive, sort, and distribute mail and deliveries.
Qualifications
- Prior customer service experience required.
- Proficiency in client database systems (ideally Mindbody), Microsoft Office Suite, video conferencing tools, and intermediate or above computer skills.
- Strong communication skills – verbal, written, and active listening.
- Ability to remain calm, professional, and compassionate in high-stress or emotional situations.
- Skilled at maintaining accurate records and handling confidential information.
- Able to work independently, and collaboratively within a team.
- Comfortable in dynamic environments with frequent interruptions and minimal supervision.
- Flexible schedule to meet organizational needs.
- Passion for Dempsey Center’s mission to make life better for people impacted by cancer.
Diversity, Equity, and Inclusion at the Dempsey Center
The Dempsey Center promotes a culture of inclusion and seeks talented staff from diverse backgrounds. The Dempsey Center encourages applications from qualified candidates of every age, race, national origin, gender, gender identity, sexual orientation, ability, and veteran status.
Licensure, Registration, and Certification
Valid Driver’s License
Language Skills
Ability to read, analyze, and interpret complex documents. Ability to effectively communicate with employees, clients, donors and potential donors, volunteers, consultants, advisors, and members of the community.
Math Skills
Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Computer Operations
Requires intermediate or better proficiency with Microsoft Office 365 including Word, Excel, PowerPoint, and Outlook, or equivalent.
Responsibility for Confidential Matters
Works regularly with highly confidential information. Must comply with confidentiality policies and procedures. The utmost discretion and integrity are required for the job.
Responsibility for Getting Along with Others
Regularly represents the Dempsey Center and interprets its policies and practices to all people within and outside the organization. Assumes responsibility for harmonious relationships. Treats everyone with dignity and respect.
Supervision Received
Receives guidance based on specific deliverables for the job. Work is carried out in collaboration with others while maintaining alignment with organizational directives and guidelines.
Supervisory Responsibilities
Responsible for indirect mentoring of core volunteers.