POSITION TITLE: Client Experience Specialist (Bilingual English/Spanish)DEPARTMENT: Client SuccessPOSITION REPORTS TO: Client Experience ManagerSTATUS: ContractLOCATION: On-site in Clearwater, FL (preferred), Hybrid or Remote Summary of Role: If you love wellness and want to work for one of the fastest growing online fitness and nutrition brands in the country, this could be your dream job. We are looking for a friendly and hard-working Client Experience Specialist to join our team. The ideal candidate should have an outgoing and positive demeanor, positive work ethic, and have a track record of working well with others in a team environment. In this role you will be expected to analyze client feedback, negotiate with clients, implement retention strategies, and compile reports for the Client Experience Manager. Applicants must have customer service experience, sales and retention minded, and be fluent in verbal and written Spanish. Essential FunctionsThe 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. 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 membersEngage in multi-platform outreach to nurture prospects and ensure strong growth of both new client and VIP programsProactively communicate with clients who would like to initiate a change in their new client or VIP membership statusProvide consistent high quality customer service experience to all conversations that lead to a quality client experience and ultimately to increased client retentionTake 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 hoursDe-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 itemsReport and track specific KPIs and benchmarksCollaborating with cross-functional peers, as well as the programming, production, marketing, and sales teams to enhance client services and brand awarenessAligning client experience strategies with marketing initiatives, as well as informing customers about new product features and functionalitiesIdentifying client needs and taking proactive steps to maintain positive experiencesAnalyzing client feedback on cancellation reasons and pairing the best solution to retain the clientDocumenting processes and logging technical issues, as well as client compliments and complaintsAssist in informing management of industry trends and new CRM technologiesOther duties as assignedQUALIFICATIONS:Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferredBilingual - Fluent verbal and written SpanishMinimum 2 years of experience as a client experience representative/specialist or a similar positionExtensive experience in gathering interpreting client experience informationDemonstrated collaborative, organization and operation skills with a proven ability to handle multiple tasks and projects simultaneouslyDiscipline to work independently and meet established deadlines with an exceptional attention to detail and pride in quality of workKnows how to collaborate with and influence both internal and external partnersSolid knowledge of online client engagement platforms and channels like HubSpot, Salesforce, Salesmsg, Zendesk, Ticketing Systems, AirCall, Post Affiliate Pro, SamCartProficiency in Google Workspace and SlackQuick learner, creative thinker with outstanding verbal and written communication skillsStrong interpersonal skills, curiosity, positive attitude, drive and collaborative spiritAbility to succeed in a fast-paced environment FASTer Way CommitmentFASTer Way to Fat Loss (a subsidiary of Tress Marketing Solutions, LLC) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, gender, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, veteran status or medical condition.
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