Job Description
[solidcore] is looking for a full-time Client Experience (CX) Agent to join our CX Operations team. Our ideal team member is empathetic, strategic, mission-driven, and puts people first, with a knack for creative problem-solving. This person will manage both phone and digital communications channels to deliver exceptional client support. You’ll be the voice of [solidcore], handling client inquiries through our phone system and digital chat platforms while maintaining our high standards for client care. This position is a remote opportunity and will report directly to the Manager of Client Experience.
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 in Central or Mountain Time Zone
- Willing and able to work a Tuesday to Saturday 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
Compensation & Benefits:
- Compensation range: 42,000-49,000 annually
- 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]
- And MORE
