Experienced Full Stack Customer Support Specialist – Chat & Sales Expert for Remote Inbound Customer Service

Join the Team at blithequark: Revolutionizing Customer Experience in the Automotive Industry

blithequark is a pioneering B2B tech platform that's transforming the tire replacement industry, making it "way simple, way better." We're on a mission to create a seamless and exceptional customer experience, and we're looking for a talented Support Specialist to join our team. As a Customer Support Specialist, Chat & Sales Expert, you will be the face of blithequark, providing top-notch customer service, technical assistance, and sales support to our customers through live chat sessions.

About Us

blithequark is an innovative company that's redefining the tire replacement industry. We're a remote-first workplace with a collaborative and inclusive culture. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is excited about joining our team.

Job Summary

We're seeking an experienced Customer Support Specialist, Chat & Sales Expert to join our team. As a Support Specialist, you will be responsible for handling inbound live chat sessions from online customers, providing superior tire knowledge and technical assistance to finalize and close sales. You will be the primary point of contact for our customers, and your goal will be to deliver exceptional customer experiences, meet or exceed individual and department KPIs, and contribute to the growth of our business.

Key Responsibilities:

• Respond to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close sales.
• Proactively make outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
• Meet or exceed individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service.
• Listen and learn about our products to become a subject matter expert and voice for our brand.
• Effectively manage change related to promotional offerings, new products, technology, processes, and systems.
• Handle inbound live chat sessions from online customers, verifying customer account information and order information.
• Consistently respond to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.
• Process online orders, returns, replacements, adjustments, warranties, and installations.
• Track deliveries, installation, inventory, pricing, and ensure all customers' needs are met.
• Manage customer issues, ensuring 100% customer satisfaction, including telephone and email follow-up.
• Maintain positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs.
• Collaborate with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.

Requirements and Qualifications

Essential Qualifications:

• Minimum of 1 year of contact center experience with at least 6 months of chat and sales experience.
• Experience with inbound and outbound product and service sales.
• Demonstrated ability to navigate computer programs, chat applications, programs, and systems that support the initiatives of the contact center.
• High school diploma/GED required; associate's/bachelor's degree or equivalent experience preferred.
• Must have experience in helping customers and providing customer service.
• Adaptable and dependable with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communicator with a proven ability to address customer needs through written and oral mediums.
• Demonstrates technical savvy and ability to learn and navigate computer systems.

Preferred Qualifications:

• Bilingual - ability to fluently speak and write in Spanish.
• Prior experience in the tire or automotive industry.
• Prior experience working in a remote environment.

Skills and Competencies

To be successful in this role, you will need to possess excellent customer service skills, clear communication, and thoughtful listening skills. You will be able to work in a fast-paced environment, be adaptable, and demonstrate a proven ability to be dependable and versatile. You will also need to be a team player, able to collaborate with various departments to ensure a smooth process and customer satisfaction.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our team members. We offer opportunities for career advancement, training, and professional development. You'll have the chance to learn about our products and services, develop your skills, and become a subject matter expert in your field.

Work Environment and Company Culture

blithequark is a remote-first workplace with a collaborative and inclusive culture. We value flexibility, work-life balance, and employee well-being. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is excited about joining our team.

Compensation and Benefits

The compensation offered for this position will depend on qualifications, experience, and geographic location. This position is primarily paid on a highly incentivized commission structure. The starting compensation is expected to be $19.50/hour.

Working Hours and Schedule Details

Support specialist schedules vary based on business need. We're closed on Thanksgiving Day and Christmas Day. We have a holiday blackout period from November 24th to December 31st.

Working Conditions and Physical Effort

Ability to sit for long periods, talk through the computer for many meetings and one-to-one conversations, and continuously view a computer monitor and data entry. Travel as necessary (<10%).

Equal Employment Opportunity

blithequark is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability.

Conclusion

If you're passionate about delivering exceptional customer experiences, have excellent customer service skills, and are looking for a challenging and rewarding role, we encourage you to apply to join our team at blithequark. We're excited about the opportunity to welcome a new team member who shares our values and is committed to making a positive impact in the automotive industry.

Apply now and be part of our innovative team!