Customer Service Representative

About the role

We are seeking a relationship-driven and highly organized Success Ambassador to serve as a trusted partner for our clients and coaches throughout their coaching journey. As a Success Ambassador, you will be the primary point of contact for clients, helping drive engagement, retention, and overall program success.

Responsibilities

• Build strong client relationships by responding promptly, accurately, and professionally to client needs
• Serve as the primary point of contact for clients via phone, email, and text communication
• Conduct regular account reviews and check-ins to maintain client engagement and account health
• Manage a full portfolio of clients while ensuring a high level of service and responsiveness
• Take ownership of client concerns and escalate issues when necessary
• Partner closely with contracted coaches to ensure seamless client support and communication
• Track coaching sessions and maintain accurate client and coach records
• Facilitate client requests related to coach transfers, account holds, and program modifications
• Support company-sponsored seminars and events as needed
• Manage client renewals and coordinate with Contract Care for processing
• Maintain daily reports and client activity to proactively identify engagement opportunities
• Work collaboratively with clients and coaches to understand challenges and implement retention strategies
• Investigate program discontinuation requests and work to identify solutions that support client success
• Document all program exits, including cancellations and completions, and communicate feedback to Client Care Team
• Contribute ideas and recommendations during team meetings
• Collaborate with fellow Success Ambassadors to share best practices and support team goals
• Maintain composure and emotional intelligence in challenging or fast-paced situations
• Participate in proactive efforts to achieve departmental and company objectives

Qualifications

• Education & Experience: Associate degree, specialized certification, relevant training, or equivalent experience
• 3–5 years of client success, account management, customer service, retention, or related experience
• Technical & Professional Skills: Experience working with CRM systems, preferably Salesforce; strong working knowledge of Microsoft Office applications, including Excel; ability to manage and maintain accurate client records and documentation; experience handling customer-facing communications via phone, email, and text; understanding of client retention strategies and relationship management best practices
• Supervisory Responsibilities: This position has no direct supervisory responsibilities and operates with limited supervision. The Success Ambassador is expected to work independently while collaborating closely with leadership and teammates.
• Organizational Authority: The role has authority to influence the client experience and service delivery. The position does not carry budgetary responsibility and has limited direct influence on organizational financial decisions.
• Decision-Making & Judgment: Works within established policies, procedures, and guidelines; exercises sound judgment when resolving client concerns and identifying appropriate solutions; escalates issues appropriately when necessary
• Interpersonal Skills: Extensive interaction with clients, coaches, and internal stakeholders; strong relationship-building, communication, and conflict-resolution abilities; ability to influence positive outcomes through professionalism, empathy, and trust; maintains confidentiality and discretion when handling sensitive information
• Language Skills: Fluent English communication skills, both written and verbal; ability to read, analyze, and interpret business documents and procedures; prepare routine correspondence and client communications
• Physical Requirements: Sedentary role requiring sitting, reaching, lifting up to 25 pounds, finger dexterity, repetitive motion, talking, hearing, and visual acuity; stand-up desks are available upon request based on individual comfort preferences
• Work Environment: Well-lighted, climate-controlled office environment; business-casual atmosphere; fast-paced and collaborative work environment that may occasionally be lively or energetic
• Travel: Minimal travel (less than 5%); occasional overnight travel may be required to support company events, seminars, or client-facing initiatives