Client Experience Agent

Responsibilities

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

Who You Are

• Strong communication skills; proficient in voice, written, and face-to-face client interactions
• Comfortable maintaining a friendly, professional demeanor even in high-pressure situations
• A client advocate who prioritizes the client's experience in all interactions
• Open-minded, quick learner with a thirst for knowledge and new ideas
• Agile, quick-thinking multi-tasker who can pivot quickly between phone calls, chats, and other tasks while adapting to rapidly shifting expectations and client goals
• A true team player who's not afraid to jump in and tackle a new assignment, no matter how challenging or unfamiliar
• Can turn ideas into workable plans while anticipating client and team needs
• Strong organization, problem-solving and interpersonal skills, along with keen attention to detail
• Extremely attentive to deadlines and processes
• Able to maintain composure and deliver consistent service quality during peak contact periods
• Passionate about fitness, health, and wellness