Customer Experience Specialist

Benefits

Competitive salary

Employee discounts

Health insurance

Opportunity for advancement

Vision insurance

Customer Experience Specialist
About the Role
As a Customer Experience Specialist, you’ll lead our front‑of‑house operations. Your role will be critical in the booking of new members and retention of current members.

Primary Duties and Responsibilities

Conducting sales calls

Ensuring all Front Desk tasks are completed each shift, and collaborating with the Customer Experience Representative to complete tasks as needed.

Managing challenging situations and discussions that require additional care.

Advanced Customer Issue Resolution

Address billing inquiries, disputes, and outstanding payments.

Manage member satisfaction issues: complaints, golden experience opportunities, complex requests.

Provide personalized follow‑up post‑billing to ensure payment compliance and resolve issues.

Revenue Protection and Sales

Drop members who have not paid by the 10th of the month in accordance with policy.

Conduct outreach to retain members at risk of cancellation due to nonpayment.

Proactively make welcome calls in cases requiring detailed onboarding or upsell opportunities.

Support sales calls to enroll in lessons.

Escalation Management

Receive and resolve escalated issues from the Customer Experience Representatives.

Liaise with management on unresolved or policy‑exception situations.

Document issue resolution clearly for internal tracking and compliance.

Leadership and Training

Assist in the training of new Customer Experience Representatives.

Facilitate pre‑ and post‑shift huddles for front desk.

Ensure a smooth transition between the AM and PM shift.

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