Handle high-volume inbound and outbound client interactions across phone, email, text, and Slack, staying accurate and human on every channel
Manage appointment scheduling, rescheduling, and cancellations with precision, often dozens per shift
Answer client questions on nutrition, health, fitness, and DEXA technology with clear, accurate, empathetic guidance
Partner with our events and operations teams on outbound communications and logistical coordination ahead of scan events
De-escalate and triage complex or sensitive client situations with composure
Contribute to ongoing process improvements: flag recurring issues, suggest better workflows, and help refine our CX standards

3+ years of customer experience in a high-volume environment (experience with CX platforms like HubSpot, AirCall, or Zendesk a strong plus)
Strong working knowledge of CX KPIs, metrics, and best practices
Proven ability to adapt quickly, learn new systems fast, and pass an internal knowledge and skills assessment within 90 days
Exceptional written and verbal communication, with natural empathy across a wide range of clients
Genuine interest in health, wellness, and fitness, enough to learn the science of DEXA and explain it clearly
Ability to thrive with direct, unfiltered feedback. We’ll tell you exactly what you need to improve
US-based, with a reliable internet connection and a quiet home workspace

Customer Experience Representative

Key skills