<p>[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.</p> <p></p><p><br></p><b>Responsibilities:</b><div> <ul> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Manage a high volume of inbound client communications across multiple channels, including phone calls, live chat, email, and social media platforms</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Handle phone inquiries professionally and efficiently, maintaining an average response time of under 3 minutes and delivering first-call resolution whenever possible</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Monitor and respond to live chat messages, managing multiple concurrent conversations while maintaining personalized attention to each client</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Document all client interactions thoroughly in our CX platform to ensure seamless follow-up and support</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Reconcile client grievances immediately in alignment with company processes and standards</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Client membership management, including but not limited to membership adjustments, policy enforcement, and client education</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Provide real-time support for booking issues, membership questions, and studio-related inquiries</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Lead with a consistent focus on delivering an elevated and personalized experience</span></li> <li style="line-height: 1.2; background-color: #ffffff;"><span style="font-size: 10.5pt; background-color: #ffffff;">Develop and implement strategies integral to optimizing client experience</span></li> </ul> </div><p><br></p><b>Requirements:</b><div> <ul> <li><strong>6-12 months experience in client-experience or customer service role, specifically with phone and chat support </strong>(strongly preferred)</li> <li>Excellent phone etiquette and ability to maintain a professional, friendly tone</li> <li>Strong typing skills with the ability to maintain accuracy while managing multiple chat conversations</li> <li>Proficiency in using phone systems, chat platforms, and ticketing systems</li> <li>Strong interpersonal skills and a client-first attitude</li> <li>Ability to identify and communicate areas and opportunities for improvement throughout the CX team and organization</li> <li>Growth mindset, with openness and willingness to support process and policy changes</li> <li>Exceptional written and verbal communication skills</li> <li>Problem solving aptitude with a passion for providing top-notch client service</li> <li>Quiet, professional work environment with reliable high-speed internet connection</li> <li>Intercom and MindBody Online proficiency preferred</li> <li><strong>Resides within 25 miles of a [solidcore] studio in Central or Mountain Time Zone</strong></li> <li><strong>Willing and able to work a Tuesday to Saturday schedule</strong></li> </ul> </div><p><br></p><b>Who You Are:</b><div> <ul> <li>Strong communication skills; proficient in voice, written, and face-to-face client interactions</li> <li>Comfortable maintaining a friendly, professional demeanor even in high-pressure situations</li> <li>A client advocate who prioritizes the client's experience in all interactions</li> <li>Open-minded, quick learner with a thirst for knowledge and new ideas</li> <li>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</li> <li>A true team player who's not afraid to jump in and tackle a new assignment, no matter how challenging or unfamiliar</li> <li>Can turn ideas into workable plans while anticipating client and team needs</li> <li>Strong organization, problem-solving and interpersonal skills, along with keen attention to detail</li> <li>Extremely attentive to deadlines and processes</li> <li>Able to maintain composure and deliver consistent service quality during peak contact periods</li> <li>Passionate about fitness, health, and wellness</li> </ul> </div><p><br></p><b>Compensation & Benefits:</b><div> <ul> <li>Compensation range: 40,000-45,000 annually</li> <li>Bonus eligibility based on performance</li> <li>Monthly cell phone stipend</li> <li>401k with employer match</li> <li>Health, dental, & vision insurance</li> <li>Flexible PTO</li> <li>Free drop in classes at [solidcore]</li> <li>And MORE</li> </ul> </div><p><br></p><p></p>