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solidcore

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Client Experience Agent (EST)

[solidcore] is looking for a full-time Client Experience (CX) Agent to join our CX Operations team. The CX team is available to support clients 365 days a year, Monday-Sunday each week. 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 may be remotely based on the East Coast and should be local/within 25 miles of a [solidcore] studio.

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 Eastern Time Zone

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 per year, based on experience
  • 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] is a national boutique fitness company with 100+ studios across the country. Our signature workout is 50 minutes of low-impact, high-intensity strength training: the lights are low and the music is loud. The coach guides the class through a series of slow & controlled movements that are sequenced to work muscles to failure. This class is accessible for all fitness levels and can be amplified or modified to accommodate individual goals. Class is as intense as our reviews suggest, but our instructors go above and beyond to provide a welcoming, supportive, empowering, and challenging experience for all. Please visit our website here to read more about our mission.

[solidcore] is firmly committed to social justice and promoting a culture of diversity, equity, and inclusion. You can click here to find out more about the actions we are taking to promote a more diverse and inclusive space for both our clients and our internal team.

[solidcore] is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. [solidcore] makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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What this application asks

lever

Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company

  • How did you hear about this position? written answer
  • Please highlight any relevant experience. written answer
  • Why do you want to work at [solidcore]? written answer
  • Which existing studio are you near?
  • Were you referred to [solidcore] by a current or former [solidcore] coach or employee? If so, who?
  • What is your base compensation target?
  • What's you full legal name? written answer
  • What is your current home address (**will need accurate current address where you live, if extended an offer letter) written answer
  • What is your current City, State, and Zip Code written answer
  • Are you legally eligible to work in the US? choose one
  • Will you now or in the future require visa sponsorship for employment? choose one
  • If yes to the above question, what type of Visa do you currently have? Select NA if not applicable
  • Are you at least 18 years or older? (required for employment) choose one
  • Do you currently work for [solidcore]? Please only answer yes if you are an active employee with our company. Otherwise select no choose one
  • If yes, what role are you associated with in our company choose one
  • Are you a FORMER [solidcore] employee? choose one
  • If you are a former or current [solidcore] coach, what was your last title held? choose one
  • If yes, which [solidcore] studio did you last coach at? written answer
  • If you were a former [solidcore] employee, who was your direct manager and Director of Studios (if applicable)? written answer
  • Are you related to a current [solidcore] employee or have an intimate relationship listed below? choose one
  • Do you have a current [solidcore] membership? choose one
  • If yes, what is the email associated with your [solidcore] membership? (List NA if you do not have a [solidcore] membership) written answer
  • If yes, please state the full name of the employee. written answer

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