Experienced Customer Solutions Specialist - Global Escalations and High-Profile Issues Resolution (Remote) - US

Join the blithequark Team: Elevating Customer Experience through Exceptional Service

blithequark is a pioneering global organization dedicated to delivering outstanding customer experiences and connecting people worldwide. With a strong presence in numerous locations, blithequark serves millions of customers through a diverse and inclusive workforce. Our company values diversity, equality, and inclusivity, creating an environment where employees can thrive and contribute to our mission of providing exceptional service and uplifting communities.

Job Summary: Customer Solutions Specialist - Global Escalations and High-Profile Issues Resolution

We are seeking an experienced Customer Solutions Specialist to join our Global Customer Solutions team at blithequark. As a Specialist, you will play a vital role in addressing high-profile customer issues promptly and effectively. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience.

Key Responsibilities:

• Incident Resolution and Collaboration: Research and partner with stake-holding departments to address high-profile customer issues, ensuring prompt and effective resolution.
• Documentation and Representation: Ensure proper documentation and representation of cases, including public statements and follow-up actions.
• Root Cause Analysis: Conduct root cause analysis and provide suggestions for addressing failures to prevent future incidents.
• External Collaboration: Collaborate with external organizations to establish customer experience history for escalated incidents.
• Leadership Updates and Communications: Provide leadership updates and executive-level communications on incident handling and resolution.
• Process Improvement: Proactively identify opportunities to improve customer resolution processes and offer suggestions for enhancement.
• Subject Matter Expertise: Offer subject matter expertise and escalation support to team members and external contact center groups.

Essential Skills and Qualifications:

• Operational or Contact Center Experience: Minimum two years of operational or contact center experience.
• Communication Skills: Superior written and verbal communication skills.
• Professional Interaction: Ability to interact professionally with stakeholders at all levels.
• Problem-Solving and Decision-Making: Strong problem-solving ability and decision-making skills.
• Analytical Skills: Proven analytical skills and attention to detail.
• Technical Proficiency: Proficiency in email applications and Microsoft Office products.
• Work Authorization: Legal authorization to work in the United States without sponsorship.
• Complex Case Experience: Experience with highly complex cases and customer service escalations.

Preferred Qualifications:

• Bachelor's Degree: Bachelor's degree in English, Journalism, or a related field.
• Foreign Language Proficiency: Foreign language proficiency.
• Industry Knowledge: Knowledge of blithequark policies, procedures, and initiatives.
• Airline Industry Experience: Experience in the airline industry.

Working Hours and Remote Work Arrangement:

This is a remote position with flexible working hours to accommodate a dynamic and deadline-driven environment. As a remote team member, you will have the opportunity to work from the comfort of your own home and maintain a healthy work-life balance.

Benefits and Compensation:

At blithequark, we offer a comprehensive benefits package and competitive compensation to support your well-being and career growth. Our benefits include:

• Competitive Salary: A competitive salary ranging from $57,700 to $87,560, based on experience and skills.
• Bonus Eligibility: Bonus eligibility.
• Comprehensive Benefits Package: Comprehensive benefits package including medical, dental, vision, life, accident, and disability insurance.
• Parental Leave and Employee Assistance Program: Parental leave and employee assistance program.
• Commuter Benefits and Flight Privileges: Commuter benefits and flight privileges.
• Paid Holidays and Time Off: Paid holidays and time off.
• 401(k) Plan: 401(k) plan with employee and company contribution opportunities.

Why Join blithequark:

At blithequark, you will be part of a dynamic team dedicated to excellence in customer service and innovation in the aviation industry. With a commitment to diversity, inclusion, and employee well-being, we offer a supportive and rewarding work environment where you can make a difference. Our company culture values:

• Diversity and Inclusion: We celebrate diversity and promote inclusivity in the workplace.
• Employee Well-being: We prioritize employee well-being and provide resources to support work-life balance.
• Career Growth and Development: We offer opportunities for career growth and professional development.
• Exceptional Customer Service: We strive for exceptional customer service and continuous improvement.

How to Apply:

If you are a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity at blithequark. Please submit your resume and cover letter through our careers website.

blithequark is an equal opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds.