Client Experience Specialist (Bilingual English/Spanish)

Faster Way to Fat Loss•South Highpoint, FL

13d•Onsite

About The Position

FASTer Way to Fat Loss is seeking a Client Experience Specialist who is passionate about helping people, thrives in a fast-paced environment, and brings warmth and energy to client interactions. This role is crucial for guiding clients through their membership journey, resolving concerns to prevent cancellations, and ensuring every interaction is personal and positive. Bilingual skills in English and Spanish are essential for serving the growing community. The role is part of the Client Success department and reports to the Client Experience Manager. It is a Non-Exempt, Hourly position located In Office in Clearwater, FL. The company offers standard benefits.

Requirements

Bilingual fluency (English/Spanish) verbal and written.
2+ years of experience in a client experience, customer success, or similar client-facing role.
A retention-first mindset.
Excellent communication skills (clear writing, confident speaking, ability to read the room).
Strong organizational habits; ability to manage multiple conversations and tasks simultaneously.
Proficiency in Google Workspace and Slack.

Nice To Haves

Experience with CRM platforms such as HubSpot, Salesforce, Zendesk, Salesmsg, AirCall, SamCart, or similar.
A bachelor's degree in marketing, communications, business, or a related field is preferred but not required.

Responsibilities

Serve as the primary point of contact for FASTer Way clients, coaches, and community members across phone, email, text, and other platforms, responding to inquiries within two hours.
Proactively reach out to clients considering membership changes, listen, empathize, and match them with the right solution to keep them engaged and successful.
Handle difficult conversations with patience and professionalism, turning frustrated clients into loyal ones.
Engage in multi-platform outreach to support the growth of new client and VIP programs.
Track KPIs, analyze cancellation trends, and surface actionable insights that help the team improve retention strategies.
Work closely with programming, production, marketing, and sales teams to align client experience efforts with broader brand initiatives.
Log client feedback, technical issues, compliments, and complaints accurately in CRM systems.
Monitor industry trends and emerging CRM technologies, and bring ideas to the table.