Client Experience Specialist - Wisconsin

[solidcore] is looking for a full-time CX Specialist to join our Client Experience team. Our ideal team member is empathetic, strategic, mission-driven, puts people first, with a knack for creative problem-solving. This person will act as a Client advocate and interface between all related departments on the Client’s behalf. Our ideal candidate is an organized and highly skilled communicator who will provide timely and accurate updates to clients regarding inquiries and issue resolution. This person will partner with other CX team members, as well as other departments, to continually add efficiency to the day-to-day processes as well as to increase client happiness. This position is a remote opportunity and will report directly to the Manager of Client Experience.

Responsibilities:

• Serve as a day-to-day contact for clients and field team to provide ongoing counsel and strategic insights 
• Develop and maintain a trusted relationship with our clients and field team, creating a spirit of partnership and strong communication
• Lead with a consistent focus on delivering an elevated and personalized client experience
• Reconcile client grievances immediately
• Inspire and lead internal teams to drive results for clients
• Act as a Client advocate and interface between all relative departments on the Client’s behalf to influence product roadmap and improvements
• Collaborate cross-functionally to ensure flawless execution of best-in-class ideas
• Provide timely and accurate updates to clients regarding inquiries, and issue resolution 
• Handle omnichannel inbound client communications
• Develop and implement strategies integral to optimizing client experience.
• Communication includes but is not limited to general inquiries, setting up/managing accounts, client policy education, processing sales, & tech support.
• Client membership management, including but not limited to membership sales, membership adjustments, policy enforcement, and client education.

Requirements:

• 1+ year experience in client-experience or customer service role
• 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
• Outgoing, with a passion for providing top-notch client service
• Proficiency in MindBody and CRM experience preferred
• Resides within 25 miles of a [solidcore] studio
• Bilingual (Spanish/English) abilities are a plus 

Who you are:

• A strategic "thinker" and eager "doer"
• Strong communication skills; comfortable with voice, written, and face-to-face client interactions
• 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 tasks and adapt 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
• Experience in omni-channel client experience support, using customer service and support platforms such as Intercom, Zendesk, or similar tools.
• Experience with handling client escalations effectively and a strong understanding of key client experience metrics (ex. CSAT, response time, handling time, etc.).
• Extremely attentive to deadlines and processes

Compensation and Benefits:

• Salary range is $49,000-55,000 per year
• Flexible PTO
• Bonus eligible
• Access to medical, vision, and dental coverages
• $50 per month cell phone stipend
• Free drop-in [solidcore] classes
• Company computer provided with IT support

[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.