Client Experience Specialist (Bilingual _ Spanish) - Faster Way to Fat Loss

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