The Customer Experience Representative serves as a primary point of contact for community members throughout their journey with our client. This role combines exceptional inbound and outbound customer support with proactive outreach, onboarding, account and payment follow-up, event support, and relationship building. This is not JUST support. You’ll very often pick up the phone, initiate conversations, follow up when necessary, discuss sensitive financial matters professionally, help resolve outstanding balances and identify appropriate opportunities to enhance the client experience. The ideal candidate genuinely loves helping people and can balance empathy with accountability. You’re proactive, organized, comfortable having difficult conversations, and able to take ownership and think critically rather than relying solely on scripts. Responsibilities Serve as a trusted point of contact for clients across phone, email, SMS, HubSpot, webinars, and in-person events, owning customer questions and issues from initial contact through resolution. Lead client onboarding experiences one-on-one and through live virtual webinars, confidently engaging and presenting to groups of clients while guiding them through the onboarding of the company’s coaching programs, answering questions, and ensuring they are set up for a successful experience. Conduct proactive outbound outreach for onboarding, engagement, event attendance, account maintenance, and other customer experience initiatives. Manage accounts receivable and payment follow-up, including proactively and persistently pursuing outstanding balances up to approximately $10,000 and having direct, sensitive collections conversations. Quarterly domestic and international travel that may require evening and weekend availability. Identify appropriate opportunities to enhance the client experience, coordinate with internal teams, maintain accurate HubSpot records, and recommend improvements to customer processes, tools, and communications.