[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.
[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 platformsHandle phone inquiries professionally and efficiently, maintaining an average response time of under 3 minutes and delivering first-call resolution whenever possibleMonitor and respond to live chat messages, managing multiple concurrent conversations while maintaining personalized attention to each clientDocument all client interactions thoroughly in our CX platform to ensure seamless follow-up and supportReconcile client grievances immediately in alignment with company processes and standardsClient membership management, including but not limited to membership adjustments, policy enforcement, and client educationProvide real-time support for booking issues, membership questions, and studio-related inquiriesLead with a consistent focus on delivering an elevated and personalized experienceDevelop 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 toneStrong typing skills with the ability to maintain accuracy while managing multiple chat conversationsProficiency in using phone systems, chat platforms, and ticketing systemsStrong interpersonal skills and a client-first attitudeAbility to identify and communicate areas and opportunities for improvement throughout the CX team and organizationGrowth mindset, with openness and willingness to support process and policy changesExceptional written and verbal communication skillsProblem solving aptitude with a passion for providing top-notch client serviceQuiet, professional work environment with reliable high-speed internet connectionIntercom and MindBody Online proficiency preferredResides within 25 miles of a [solidcore] studio in Central or Mountain Time ZoneWilling and able to work a Tuesday to Saturday schedule
Who You Are:
Strong communication skills; proficient in voice, written, and face-to-face client interactionsComfortable maintaining a friendly, professional demeanor even in high-pressure situationsA client advocate who prioritizes the client's experience in all interactionsOpen-minded, quick learner with a thirst for knowledge and new ideasAgile, quick-thinking multi-tasker who can pivot quickly between phone calls, chats, and other tasks while adapting to rapidly shifting expectations and client goalsA true team player who's not afraid to jump in and tackle a new assignment, no matter how challenging or unfamiliarCan turn ideas into workable plans while anticipating client and team needsStrong organization, problem-solving and interpersonal skills, along with keen attention to detailExtremely attentive to deadlines and processesAble to maintain composure and deliver consistent service quality during peak contact periodsPassionate about fitness, health, and wellness
Compensation & Benefits:
Compensation range: 42,000-49,000 annuallyBonus eligibility based on performanceMonthly cell phone stipend401k with employer matchHealth, dental, & vision insuranceFlexible PTOFree drop in classes at [solidcore]And MORE