<div>[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.&nbsp; 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.</div></br><b>

Responsibilities

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• <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>
• </div></br><b>

Requirements

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• <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</strong></li>
• <li><strong>Willing and able to work a Tuesday to Saturday schedule, Sunday to Thursday schedule, and/or Saturday to Wednesday schedule</strong></li>
• <li><strong>Wiling and able to work 10 am - 6 pm EST or 11 am - 7 pm EST</strong></li>
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