Client Experience Specialist

Client Experience Specialist

Job Description:

The Client Experience Specialist is responsible for delivering a world-class, welcoming experience for every client, prospect, and guest who interacts with Merkle Retirement Planning. This role ensures in-office visits, events, and client communications are handled with professionalism, warmth, and precision.

This position is ideal for someone who thrives in a service-oriented environment, enjoys organization and multitasking, and takes pride in creating exceptional experiences.

Responsibilities & Expectations:

Client Communication & Scheduling

• Schedule client calls and in-office visits accurately
• Respond to phone, email, and text inquiries promptly and professionally
• Identify opportunities to enhance the client experience and escalate concerns when appropriate

In-Office Experience & Hospitality

• Greet, seat, and assist office visitors
• Ensure conference rooms and common areas are clean, prepared, and welcoming
• Provide hospitality services that align with Merkle’s high service standards

Data, Documentation & Workflow Management

• Maintain accurate client records in CRM systems
• Process meeting dictations and complete follow-up tasks
• Track workflows and ensure no past-due tasks remain

Printing, Mail & Administrative Support

• Print and prepare meeting materials
• Scan, file, and organize paperwork
• Receive, sort, and prepare mail for distribution or pickup

Event Coordination & Support

• Assist with planning, setup, execution, and breakdown of client and prospect events
• Support on-site guest experience during events

Team Collaboration

• Partner with the Client Experience Team and other departments
• Participate in weekly meetings and support team initiatives and projects

Required Qualities & Skills:

• Excellent verbal and written communication
• Strong attention to detail and organization
• Warm, welcoming, service-oriented presence
• Ability to multitask, shift priorities, and stay calm under pressure
• Problem-solving mindset with the ability to de-escalate situations
• Collaborative and team-focused approach

Tools & Systems:

• Phone, email, and texting platforms
• Microsoft Office (Outlook, Excel, Word)
• Salesforce and CRM systems
• Scheduling tools and office hospitality workflows

Job Type:

Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location:

In person