Client Experience Agent
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Job Description
Client Experience Agent supporting [solidcore], a boutique fitness company, across phone, chat, email, and social media. Managing memberships, booking issues, grievances, and personalized client care remotely from the East Coast.
Responsibilities:
- Manage a high volume of inbound client communications across 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 while managing multiple concurrent conversations
- Document all client interactions thoroughly in the CX platform
- Reconcile client grievances immediately in alignment with company processes and standards
- Manage client memberships, including membership adjustments, policy enforcement, and client education
- Provide real-time support for booking issues, membership questions, and studio-related inquiries
- Deliver an elevated and personalized client experience
- Develop and implement strategies to optimize client experience
Requirements:
- 6–12 months of experience in a client-experience or customer service role with phone and chat support (strongly preferred)
- Excellent phone etiquette and professional, friendly tone
- Strong typing skills with accuracy across multiple chat conversations
- Proficiency with phone systems, chat platforms, and ticketing systems
- Strong interpersonal skills and client-first attitude
- Ability to identify and communicate improvement opportunities
- Growth mindset and willingness to support process and policy changes
- Exceptional written and verbal communication skills
- Problem-solving aptitude and passion for client service
- Quiet, professional work environment with reliable high-speed internet
- Intercom and MindBody Online proficiency preferred
- Residence within 25 miles of a [solidcore] studio in the Eastern Time Zone
Benefits:
- 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
![[solidcore] logo](/_next/image?url=%2Fapi%2Fimages%2Fsolidcore.jpg&w=256&q=75)
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