Client Experience Specialist

[solidcore] is looking for a full-time CX Specialist to join our Client Experience team. Our ideal team member is empathetic, strategic, mission-driven, and 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.

*While a remote position, the ideal candidate must be located in North Carolina or Florida and must live within 25 miles of a [solidcore] studio.

• Handle omnichannel inbound client communications, providing timely and accurate updates to clients regarding inquiries and issue resolution 
• Serve as a day-to-day contact for clients and field team, developing and maintaining trusted relationships and providing ongoing counsel and strategic insights 
• Reconcile client grievances immediately
• 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 experience
• 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
• Develop and implement strategies integral to optimizing client experience
• Client membership management, including but not limited to membership adjustments, policy enforcement, and client education

• 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
• Ability to work a base schedule of Tuesday-Saturday
• 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
• Quiet work environment to make and receive phone calls
• MindBody and Intercom proficiency preferred
• Resides within 25 miles of a [solidcore] studio
• Bilingual (Spanish/English) abilities are a plus 

• 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 using digital communications and social media platforms for clients or organization
• Extremely attentive to deadlines and processes

• Competitive salary starting at $48,000.00 per year
• Annual bonus eligibility based on performance
• Monthly cell phone stipend
• 401k with employer match
• Health, dental, & vision insurance
• Flexible PTO
• Free drop in classes
• 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.