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: Research and partner with stake-holding departments to address high-profile customer issues, ensuring timely and effective resolution.
• Documentation and Communication: Ensure proper documentation and representation of cases, including public statements and follow-up actions, and communicate with stakeholders at all levels.
• Root Cause Analysis: Conduct root cause analysis and provide suggestions for addressing failures, identifying opportunities for process improvements.
• Collaboration and Leadership: Collaborate with external organizations to establish customer experience history for escalated incidents and provide leadership updates and executive-level communications on incident handling and resolution.
• Process Improvement: Proactively identify opportunities to improve customer resolution processes and offer subject matter expertise and escalation support to team members and external contact center groups.

Essential Qualifications:

• Experience: Minimum two years of operational or contact center experience, preferably in a customer-facing role.
• Communication Skills: Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels.
• Problem-Solving and Analytical Skills: Strong problem-solving ability and decision-making skills, with proven analytical skills and attention to detail.
• Technical Skills: Proficiency in email applications and Microsoft Office products, with experience in handling complex cases and customer service escalations.
• Authorization to Work: Legal authorization to work in the United States without sponsorship.

Preferred Qualifications:

• Education: Bachelor degree in English, Journalism, or a related field.
• Language Proficiency: Foreign language proficiency.
• Industry Knowledge: Knowledge of blithequark policies, procedures, and initiatives, as well as experience in the airline or a related industry.

Work Environment and Benefits:

This is a remote position with flexible working hours to accommodate a dynamic and deadline-driven environment. At blithequark, we offer a comprehensive benefits package, including:

• Competitive Salary: Ranging from $57,700 to $87,560, based on experience and skills.
• Bonus Eligibility: Opportunities for bonuses and performance-based incentives.
• Comprehensive Benefits: Medical, dental, vision, life, accident, and disability insurance.
• Parental Leave and Employee Assistance Program: Support for employees and their families.
• Commuter Benefits and Flight Privileges: Perks for our employees.
• Paid Holidays and Time Off: Opportunities for rest and relaxation.
• 401(k) Plan: With employee and company contribution opportunities.

Career Growth and Learning Benefits:

At blithequark, we are committed to the growth and development of our employees. As a Customer Solutions Specialist, you will have opportunities to:

• Develop Your Skills: Enhance your problem-solving, analytical, and communication skills.
• Advance Your Career: Take on new challenges and responsibilities, with opportunities for career advancement.
• Learn from the Best: Work with experienced professionals and learn from their expertise.

Why Join blithequark?

At blithequark, we are dedicated to excellence in customer service and innovation in our 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. Join our team and be part of a dynamic organization that values its employees and strives for excellence.

How to Apply:

If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. 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.

We look forward to hearing from you and exploring how you can contribute to our team's success!