Customer Service Associate - US Remote - Delivering Exceptional Experiences at blithequark

Join the blithequark Team: Revolutionizing Customer Experience in the BioTech Industry

At blithequark, we're on a mission to transform the way we interact with customers in the BioTech industry. As a pioneer in innovative solutions, we're seeking a highly skilled and customer-centric Customer Service Associate to join our dynamic Customer Services organization. As a Customer Service Associate, you will play a vital role in driving the success and growth of blithequark by delivering exceptional service experiences that exceed our customers' expectations.

About the Role

This is a full-time, remote opportunity that offers the flexibility to work from anywhere in the US, with the option to work in a hybrid environment at our Menlo Park, CA, or Durham, NC, locations. As a Customer Service Associate, you will be the face of blithequark, interacting with customers through various communication channels, troubleshooting issues, and providing expert guidance to ensure successful outcomes.

Key Responsibilities

• Customer Interaction & Support:
  • Handle incoming and outgoing customer interactions efficiently and with high quality via phone, email, chat, fax, and other communication channels.
  • Provide accurate information and expertly guide customers to achieve their tasks or goals.
  • Address customer issues, troubleshoot, and follow through to ensure full resolution.
  • Perform assigned daily tasks that support customer satisfaction, ensuring presence and punctuality.
  • Specialize in one or two skill sets that can be performed with some autonomy.
• Documentation:
  • Create and maintain accurate and detailed records of customer interactions, handling sensitive data according to established procedures and best practices.
  • Utilize Salesforce.com and other customer service tools to capture and update contact information and other important details.
  • Document interactions during scheduled working hours.
  • Flag opportunities to improve documentation practices and make them more effective and efficient.
• Product Knowledge & Service Standards:
  • Stay informed and knowledgeable about blithequark products, services, processes, and procedures.
  • Provide accurate information and guidance to customers based on their needs.
  • Meet performance metrics and service level agreements (SLAs).
  • Strive to achieve high levels of customer satisfaction and ease of doing business with blithequark.
• Team Collaboration:
  • Collaborate with colleagues to share knowledge and solutions that help everyone excel.
  • Participate in team meetings and training sessions, completing all required training on time.
  • Escalate complex problems to senior team members or supervisors.
  • Be flexible in-role, performing tasks and assisting colleagues within Customer Service as needed.
  • Be constructive and solution-oriented when working with other departments at blithequark.
• Communication:
  • Clearly and effectively communicate with customers and colleagues.
  • Bring professionalism, a positive demeanor, and the highest level of courtesy to all interactions.
  • Embody blithequark values and communicate with others in accordance with these standards.
  • Identify trending pain points and report customer and employee feedback to help improve products, services, and processes.

Essential Qualifications

To succeed in this role, you will need:

• A high school diploma or equivalent, with 2-5 years of applicable customer service experience, or an Associate's or Bachelor's degree with 1-2 years of experience.
• The ability to type at least 60 words per minute with a minimum accuracy of 98%.
• Strong computer, internet, and software operation skills.
• Excellent communication and interpersonal skills.
• A strong attention to detail and willingness to ask questions to get to the right solution.
• A high degree of accountability and follow-through on assigned tasks and commitments.
• Coachability and the aptitude to accept and apply constructive feedback in a professional manner.
• Flexibility regarding tasks and schedule, with the ability to embrace change through dynamic growth.
• The ability to thrive working independently as well as within a highly collaborative team environment.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Proficiency in MacOS.
• Hands-on experience with Salesforce.com customer relationship management (CRM) software.
• Familiarity with other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, and Slack.
• A track record of working efficiently and responsibly in a remote work environment.
• Experience in a customer service call center.
• A background working in a fast-paced, high-growth company.
• Bilingual proficiency.

What We Offer

At blithequark, we offer a competitive compensation package, including a full-time, annual base pay scale of $48K-$57K, depending on skills, experience, and location. Our benefits package includes:

• A dynamic and supportive work environment that fosters growth and development.
• Opportunities for career advancement and professional growth.
• A culture that values innovation, teamwork, and customer satisfaction.
• A range of perks and benefits that support your well-being and work-life balance.

Work Environment and Company Culture

At blithequark, we're committed to creating a work environment that is inclusive, collaborative, and supportive. Our company culture is built on a foundation of innovation, teamwork, and customer satisfaction. We value diversity and believe that a diverse workforce is essential to driving innovation and success.

As a Customer Service Associate, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. You will have the opportunity to work with a talented and dedicated team, developing your skills and expertise in a fast-paced and supportive environment.

Why Join blithequark?

By joining blithequark, you'll become part of a team that's revolutionizing the BioTech industry. You'll have the opportunity to work on exciting projects, develop your skills, and grow your career in a dynamic and supportive environment. If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply.

Don't miss this opportunity to join our team and be part of something amazing. Apply now to become a Customer Service Associate at blithequark!