Client Experience Agent

Summary

Join solidcore as a full-time Client Experience (CX) Agent and deliver exceptional client support through phone and digital communication channels. Manage high-volume inbound client communications, handle phone inquiries efficiently, and monitor live chat messages. Document client interactions, reconcile grievances, and manage client memberships. Provide real-time support for booking issues and studio-related inquiries, while focusing on delivering a personalized experience. Develop strategies to optimize client experience and identify areas for improvement. This remote position, based in the Central Time Zone, requires 6-12 months of experience in client experience or customer service.

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

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

Preferred Qualifications

• Intercom and MindBody Online proficiency
• Resides within 25 miles of a [solidcore] studio
• Bilingual (Spanish/English) abilities

Benefits

• Competitive salary starting at $42,000.00 per year
• Annual bonus eligibility based on performance
• Monthly cell phone stipend
• 401k with employer match
• Health, dental, & vision insurance
• Flexible PTO
• Free drop in classes