Client Experience Agent

🔥 9 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $42k - $49k / year

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

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[solidcore]

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🧘 Wellness

💰 Private Equity Round on 2021-02

Wellness • Fitness

[solidcore] is a high-intensity, low-impact full-body workout regimen that uses a pilates-inspired reformer. Offering an immersive fitness experience with dim lighting and motivating music, the workouts are designed to build strength through slow and controlled movements that target muscle breakdown and recovery. [solidcore] provides a 50-minute workout experience aimed at visible and immediate results. Members can enjoy various perks, including early class booking and partner discounts, through its membership programs. Additionally, [solidcore] enhances accessibility and user experience through its mobile app, which facilitates class bookings, membership management, and notifications about special offers and challenges.

📋 Description

• Manage a high volume of inbound client communications across multiple channels, including phone calls, live chat, email, and social media platforms • Handle phone inquiries professionally and efficiently, maintaining an average response time of under 3 minutes and delivering first-call resolution whenever possible • Monitor and respond to live chat messages, managing multiple concurrent conversations while maintaining personalized attention to each client • Document all client interactions thoroughly in our CX platform to ensure seamless follow-up and support • Reconcile client grievances immediately in alignment with company processes and standards • Client membership management, including but not limited to membership adjustments, policy enforcement, and client education • Provide real-time support for booking issues, membership questions, and studio-related inquiries • Lead with a consistent focus on delivering an elevated and personalized experience • Develop and implement strategies integral to optimizing client experience

🎯 Requirements

• 6-12 months experience in client-experience or customer service role, specifically with phone and chat support (strongly preferred) • Excellent phone etiquette and ability to maintain a professional, friendly tone • Strong typing skills with the ability to maintain accuracy while managing multiple chat conversations • Proficiency in using phone systems, chat platforms, and ticketing systems • Strong interpersonal skills and a client-first attitude • Ability to identify and communicate areas and opportunities for improvement throughout the CX team and organization • Growth mindset, with openness and willingness to support process and policy changes • Exceptional written and verbal communication skills • Problem solving aptitude with a passion for providing top-notch client service • Quiet, professional work environment with reliable high-speed internet connection • Intercom and MindBody Online proficiency preferred • Resides within 25 miles of a [solidcore] studio • Based in EST or CST time zone and willing to work a Saturday to Wednesday schedule

🏖️ Benefits

• Bonus eligibility based on performance • Monthly cell phone stipend • 401k with employer match • Health, dental, & vision insurance • Flexible PTO • Free drop in classes at [solidcore]