Client Experience Agent

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

📋 Description

• Oversee a substantial volume of incoming client communications via phone calls, live chat, email, and various social media channels.

• Professionally and efficiently manage phone inquiries, striving for an average response time of under 3 minutes and aiming for first-call resolution whenever feasible.

• Supervise and respond to live chat inquiries while concurrently managing multiple conversations.

• Thoroughly document all client interactions in the CX platform.

• Address client complaints immediately in accordance with company policies and standards.

• Administer client memberships, including adjustments, policy enforcement, and education for clients.

• Provide immediate support for booking issues, membership inquiries, and studio-related questions.

• Ensure an elevated and personalized experience for clients.

• Create and implement strategies to enhance the overall client experience.

⛳️ Requirements

• 6–12 months of experience in a client experience or customer service role, particularly with phone and chat support (strongly preferred).

• Exceptional phone etiquette along with a professional and friendly demeanor.

• Strong typing skills with accuracy while managing multiple chat conversations.

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

• Excellent interpersonal skills and a client-first approach.

• Capacity to identify and communicate areas for improvement.

• A growth mindset with a readiness to support changes in processes and policies.

• Outstanding written and verbal communication abilities.

• Problem-solving skills and a genuine passion for client service.

• A quiet, professional workspace equipped with reliable high-speed internet.

• Preferred proficiency in Intercom and MindBody Online.

• Must reside within 25 miles of a [solidcore] studio located in the Eastern Time Zone.

🏝️ Benefits

• Eligibility for bonuses based on performance.

• Monthly stipend for cell phone expenses.

• 401k plan with employer matching.

• Comprehensive health, dental, and vision insurance.

• Flexible paid time off (PTO).

• Complimentary drop-in classes at [solidcore].

• And MORE.