**Experienced Full Stack Customer Service Representative – First Call Resolution at blithequark**

Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two calls are ever the same? If so, we want to hear from you! blithequark is seeking an experienced Full Stack Customer Service Representative – First Call Resolution to join our team. As a key member of our customer service team, you will be responsible for providing top-notch support to our customers and providers, ensuring that their needs are met and exceeded. **About blithequark** At blithequark, we're on a mission to simplify and dignify the aging experience. We believe that everyone deserves to age with dignity and respect, and we're committed to creating a better system for care seekers and their families. Our team is made up of passionate and dedicated individuals who are driven by a sense of purpose and a desire to make a difference. If you share our values and are passionate about delivering exceptional customer experiences, we want to hear from you! **Your Role** As a Full Stack Customer Service Representative – First Call Resolution, you will be the primary point of contact for our customers and providers. You will be responsible for delivering superior customer service through timely, accurate, and courteous responses to our customers, clients, family members, caregivers, and providers. Your goal will be to resolve customer issues quickly and efficiently, ensuring that our customers are satisfied and that our business metrics are met. **Key Responsibilities** * Provide exceptional customer service through timely, accurate, and courteous responses to our customers and providers * Use fact-finding, active listening, and critical thinking skills to quickly and accurately determine how best to handle customer calls, delivering first call resolution with low customer effort * Action-oriented, flexible problem solver who will assist customers in resolving any and all inquiries or needs, including but not limited to: + Handling intake requests to completion by gathering available dates and times, accurately entering into the system, and pushing the workflow + Handling schedule and reschedule requests to completion with our Field Team network + Partnering with the Field Team to ensure documents are received, and handling confirmation calls related to scheduled appointments + Documenting all calls clearly and concisely in addition to completing all follow-up work + Handling requests for modules, generating correspondence, handling fax and non-phone work as needed * Prevent escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring * Meet or exceed call center metrics including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time * Meet or exceed other key metrics including but not limited to quality, Field Team rates, intake and scheduling productivity, and Care Advocacy referral process and transfer expectations * Participate in testing of systems to support deployments * Actively contribute to positive morale and teamwork, demonstrating good communication skills * Provide coaching and training to new team members, and shadowing to other areas of the business * Other duties or tasks as assigned by the manager that support blithequark's business need, changes, and new initiatives **What You Bring** * Prior customer service experience in a contact center * Proven commitment to providing incredible customer service both internally and externally * Positive energy, optimistic outlook, and a caring, compassionate attitude, in particular with the aged population * Demonstrated call center metric achievement, including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time, and quality * High integrity, reliable attendance, and team-oriented * Ability to multi-task and handle delegated tasks in a timely manner; meeting deadlines * Understanding of HIPAA/ confidentiality of information * Demonstrated experience to resolve customer issues through strategic thinking * Adaptable to change; proactively seeing need and taking ownership * Strong oral and written communication skills * Excellent organizational and time management skills * Proficient with computer applications such as MS Office, workflow management tools, email, desktop faxing, and other office procedures **Nice to Have** * BA/BS or relevant work experience * Long Term Care / Insurance industry knowledge, blithequark experience **Employee Benefits & Well-Being** At blithequark, we're committed to making a difference in our employees' lives. We offer a comprehensive benefits package that includes: * Competitive Compensation & Total Rewards Incentives * Comprehensive Healthcare Coverage * Multiple 401(k) Savings Plan Options * Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) * Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave * Disability, Life, and Long Term Care Insurance * Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support * Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) * Caregiver and Mental Health Support Services **Why Join blithequark?** * Be part of a mission-driven organization that's making a difference in people's lives * Work with a talented and dedicated team that's passionate about delivering exceptional customer experiences * Enjoy a comprehensive benefits package that includes competitive compensation, comprehensive healthcare coverage, and generous paid time off * Have opportunities for career growth and development, including training and certification support * Be part of a company that's committed to making a difference in our employees' lives **How to Apply** If you're a customer service professional with a passion for delivering exceptional experiences, we want to hear from you! Please apply through our website by clicking on the link below: Apply Job! We can't wait to hear from you! Apply for this job