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Client Experience Specialist

2 months ago

Clearwater, United States Faster Way to Fat Loss Full time
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