Client Experience Agent
Resides within 25 miles of a [solidcore] studio, EST, CSTFull-TimeEntry
Salary42,000-49,000 annually
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Job Details
- Experience
- 6-12 months
- Required Skills
- Problem SolvingCustomer service
Requirements
- 6-12 months experience in client-experience or customer service role, specifically with phone and chat support
- 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
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
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