Client Experience Agent (CST/MST)

[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 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 Central or Mountain Time Zone

• Willing and able to work a Tuesday to Saturday schedule

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 annually

• 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