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, monitor and respond to live chat messages, and document all client interactions. Responsibilities include client membership management, providing real-time support, and developing strategies to optimize client experience. The ideal candidate possesses 6-12 months of experience in client experience or customer service, excellent communication skills, and proficiency in using various communication platforms. The position may be remote in Washington, D.C. or Illinois. Competitive salary and benefits are offered.

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 preferred
• Resides within 25 miles of a [solidcore] studio
• Bilingual (Spanish/English) abilities are a plus

Benefits

• Competitive salary starting at $45,000.00 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