Client Experience Agent

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee a substantial volume of incoming client communications through various channels, including phone calls, live chat, emails, and social media platforms.

• Professionally and efficiently address phone inquiries, striving to maintain an average response time of under 3 minutes while aiming for first-call resolution when feasible.

• Monitor and engage in live chat conversations, managing multiple discussions concurrently while ensuring personalized attention to each client.

• Thoroughly document all client interactions in our CX platform to facilitate smooth follow-up and support.

• Promptly resolve client complaints in accordance with company protocols and standards.

• Manage client memberships, which includes membership adjustments, policy enforcement, and client education.

• Offer immediate assistance for booking issues, membership inquiries, and studio-related questions.

• Maintain a consistent focus on delivering a superior and personalized client experience.

• Develop and execute strategies that are essential for enhancing client experience.

⛳️ Requirements

• 6-12 months of experience in a client experience or customer service position, particularly with phone and chat support (highly preferred).

• Excellent telephone etiquette and the ability to maintain a professional, friendly demeanor.

• Strong typing abilities, capable of maintaining accuracy while handling multiple chat conversations.

• Proficient in using phone systems, chat platforms, and ticketing systems.

• Strong interpersonal skills paired with a client-first mentality.

• Capacity to identify and articulate areas for improvement and opportunities within the CX team and organization.

• A growth mindset, demonstrating openness and willingness to adapt to process and policy changes.

• Exceptional written and verbal communication skills.

• Problem-solving aptitude with a strong commitment to delivering outstanding client service.

• A quiet, professional workspace with a dependable high-speed internet connection.

• Preferred proficiency in Intercom and MindBody Online.

• Must reside within 25 miles of a [solidcore] studio.

• Located in the EST or CST time zone and available to work a Saturday to Wednesday schedule.

🏝️ Benefits

• Bonus eligibility based on performance.

• Monthly cell phone stipend.

• 401k plan with employer match.

• Health, dental, and vision insurance.

• Flexible paid time off (PTO).

• Complimentary drop-in classes at [solidcore].