Client Experience Agent (EST)
About the role
[solidcore] is looking for a full-time Client Experience (CX) Agent to join our CX Operations team. The CX team is available to support clients 365 days a year, Monday-Sunday each week. 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 may be remotely based on the East Coast and should be local/within 25 miles of a [solidcore] studio.
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 Eastern Time Zone
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 per year, based on experience
- 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