Client Experience Specialist

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. 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 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 #J-18808-Ljbffr