Client Experience Specialist; Bilingual English​/Spanish

POSITION TITLE:

Client Experience Specialist (Bilingual English/Spanish)
DEPARTMENT:
Client SuccessPOSITION

REPORTS TO:

Client Experience Manager STATUS:
Employee, Full Time, exempt

LOCATION:

In Office, Clearwater, FloridaBENEFITS:
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).

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

• 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
• Kaws how to collaborate with and influence both internal and external partners
• Solid knowledge of online client engagement platforms and channels like Hub Spot, Salesforce, Salesmsg, Zendesk, Ticketing Systems,…