Client Experience Associate

Job Title: Client Experience Associate Compensation Range: $45,000 - $50,000

Location: New York City Reports to: Client Experience Manager

We are looking for a full time Client Experience Associate who will be responsible for providing exceptional customer service, ensuring timely communication with clients, and supporting various operational functions. As the Client Experience Associate you will manage customer inquiries, resolving issues, supporting training efforts, and maintaining a positive relationship between clients and our team. The ideal candidate will be proactive, organized, and a strong communicator, focused on enhancing the customer journey and collaborating with various teams to elevate the client experience.

What You Will Be Doing

Client Issues/Communication

• Collaborate with the Client Experience Manager (CXM) to provide prompt and professional responses to customer inquiries, concerns, and feedback through phone, email, and live chat.
• Proactively reach out to clients via phone and email to resolve issues across all levels, ensuring minor issues are resolved within 24-48 hours and major issues (requiring approval, refunds, etc.) are addressed within 7 days. 
• Ensure timely follow-up on open cases, proactively checking in on pending resolutions and ensuring client satisfaction.
• Monitor, respond to, and follow up on customer surveys, working alongside CXM to address feedback.
• Organize and track customer complaints and resolutions in the company database (Notion) to help identify trends and inform policy adjustments.
• Oversee and maintain the company’s Yelp and Google reviews, responding to both positive and negative reviews, and engaging with customers to enhance the company’s reputation.
• Provide support using platforms such as Zendesk, Info@, and CustomerService@, ensuring all client interactions are captured accurately.

Training 

• Assist in brainstorming and executing personalized training for all team members (fitters, management, operations, and TSMs) to ensure they understand the customer experience vision.
• Support onboarding training for new Client Experience team members (2-3 days per cycle).
• Contribute ideas and strategies for improving the customer experience and implementing new ways to enhance service delivery.
• Complete evaluations to assess team progress and identify areas for growth.

Cross-Team Communication & Alignment

• Ensure client feedback, special requests, and adjustments are communicated effectively to the studio teams.
• Work alongside the CXM to ensure that studio teams are informed of recurring client concerns and potential training gaps.
• Support the CXM in ensuring that company policies are clearly communicated and followed by all teams.

Customer Service Administration 

• Assist with general administrative tasks, including scheduling calls, confirming appointments, and supporting the CXM with documentation and reporting.

Reporting & Data Analysis

• Collect, analyze, and track customer feedback trends, identifying areas for improvement and flagging concerning issues to the CXM.
• Regularly update and report on customer satisfaction data and feedback to inform process improvements.

Attributes

• You are proactive and detail-oriented. You take the initiative to anticipate client needs and address issues before they escalate. 
• You are an empathetic communicator. Whether addressing concerns or celebrating successes, your communication is clear, compassionate, and effective in all situations.
• You are adaptable and resourceful. You enjoy finding creative solutions to challenges, always thinking on your feet to meet both team and client needs.
• You are collaborative and a team player. You thrive in a team-oriented environment, offering support and sharing ideas to enhance overall customer satisfaction. 
• You are a strong problem solver. Whether it's a small issue or a more complex concern, you approach every challenge with a calm, methodical mindset and a commitment to resolving it promptly.
• You are customer-centric. Your top priority is always the client experience. You are dedicated to nurturing long-term relationships by ensuring every interaction exceeds expectations and fosters loyalty.
• You are highly organized and efficient. You manage multiple tasks with ease and maintain a well-organized system for tracking client concerns, feedback, and follow-ups. 
• You are a lifelong learner. You actively seek opportunities for personal and professional growth, whether through feedback, training, or self-driven learning. 
• You are dependable and accountable. You take full ownership of your responsibilities, ensuring that all client issues are resolved in a timely manner and your work is consistently accurate. 
• You are positive and approachable. Your positive attitude is contagious, and your ability to build rapport with clients and colleagues alike creates a welcoming, supportive environment.

Experience

• Proven experience in customer service or client-facing roles, preferably in a similar industry.
• Strong communication skills, both written and verbal, with an ability to respond quickly and professionally to inquiries.
• Excellent organizational and time-management skills, with the ability to prioritize tasks effectively.
• Experience with CRM software (e.g., Zendesk) and online reputation management platforms (Yelp, Google).
• Ability to analyze customer feedback and use data to drive improvements.
• Strong interpersonal skills and a team-oriented mindset.
• Ability to handle multiple tasks while maintaining a focus on customer satisfaction.

Why alts?
At alts, you’ll be a key player in building one of the most exciting custom clothing brands in the U.S. While we are a company with over a decade of experience, we are in a dynamic growth phase, operating with the energy and innovation of a startup environment. Alts is committed to rewarding top talent with competitive compensation, comprehensive insurance (medical, dental, vision), 401(K) with match, a focus on professional development and more! If you’re looking for a role where you can be part of something transformational, and help shape the future of custom clothing, alts is the place for you!

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