Job Description
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.
About Solidcore
Solidcore is a national boutique fitness company with 100+ studios across the country.