Client Experience Specialist (Bilingual English/Spanish)

POSITION TITLE: Client Experience Specialist (Bilingual English/Spanish)

DEPARTMENT: Client Success

POSITION REPORTS TO: Client Experience Manager

STATUS: Employee, Full Time, exempt

LOCATION: In Office, Clearwater, Florida

BENEFITS: Eligible for standard company benefits

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 are bilingual (Spanish).

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

QUALIFICATIONS:

• Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred
• Bilingual - Fluent verbal and written Spanish
• Minimum 2 years of experience as a client experience representative/specialist or a similar position
• Extensive experience in gathering interpreting client experience information
• Demonstrated collaborative, organization and operation skills with a proven ability to handle multiple tasks and projects simultaneously
• Discipline to work independently and meet established deadlines with an exceptional attention to detail and pride in quality of work
• Knows how to collaborate with and influence both internal and external partners
• Solid knowledge of online client engagement platforms and channels like HubSpot, Salesforce, Salesmsg, Zendesk, Ticketing Systems, AirCall, Post Affiliate Pro, SamCart
• Proficiency in Google Workspace and Slack
• Quick learner, creative thinker with outstanding verbal and written communication skills
• Strong interpersonal skills, curiosity, positive attitude, drive and collaborative spirit
• Ability to succeed in a fast-paced environment

FASTer Way Commitment

FASTer 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.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, abilities and physical demands. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. By signing below, I acknowledge and affirm that I have read, understood and discussed any problems that I may have fulfilling the duties outlined in the above job description with Human Resources.