Essential Functions
The Client Experience Specialist corresponds through multiple channels of communication in order to answer questions and / or address any concerns our clients, coaches, and / or community members may have.
The duties of this role include, but are not limited to, exhibiting in-depth knowledge of client engagement channels, excellent client relationship management, a positive brand image, and exhibit high level retention skills to decrease potential client churn.
In order to foster a well rounded client experience, this role must maintain daily communication with internal / external team members and clients, and provide usable feedback that promotes meaningful changes to the organization and our clients.
- Provide world-class service for current FASTer Way clients, coaches, and community members
- Engage in multi-platform outreach to nurture prospects and ensure strong growth of both new client and VIP programs
- Proactively communicate with clients who would like to initiate a change in their new client or VIP membership status
- Provide consistent high quality customer service experience to all conversations that lead to a quality client experience and ultimately to increased client retention
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns resolving customer complaints via phone, text and / or email in less than two hours
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items
- Report and track specific KPIs and benchmarks
- Collaborating with cross-functional peers, as well as the programming, production, marketing, and sales teams to enhance client services and brand awareness
- Aligning client experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
- Identifying client needs and taking proactive steps to maintain positive experiences in order to decrease company churn
- Analyzing client feedback on cancellation reasons and pairing the best solution to retain the client
- Documenting processes and logging technical issues, as well as client compliments and complaints
- Assist in informing management of industry trends and new CRM technologies
- Other duties as assigned
Job Posted by ApplicantPro
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