Experienced Customer Support Representative – Delivering Exceptional Service and Driving Business Growth at blithequark

Introduction to blithequark

At blithequark, we believe that loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets, and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, blithequark brings 40 years of experience serving leaders in manufacturing, retail, and transportation. Our mission is to make B2B payments easier, faster, and smarter, and we are committed to helping businesses grow.

About the Role

We are seeking an experienced Customer Support Representative to join our team at blithequark. As a Customer Support Representative, you will be the primary contact for our clients, merchants, and customers, providing timely, accurate, and comprehensive responses and resolution to common questions and issues regarding our supported programs, systems, processes, and procedures. You will be responsible for exemplifying the blithequark mission and values, meeting or exceeding department metrics, program Service Level Agreements (SLAs), and department Service Level Standards (SLSs).

Key Responsibilities

• Exemplify the blithequark mission and values in all interactions with clients, merchants, and customers
• Meet or exceed department metrics, program Service Level Agreements (SLAs), and department Service Level Standards (SLSs)
• De-escalate challenging customer situations and provide exceptional customer service
• Route escalated requests and unresolved issues to the appropriate team members (e.g., tier 2 or 3 or Leadership)
• Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations, and subsequent training and documentation
• Welcome change and adapt positively to internal and external changes as well as driving change as needed
• Dedicate yourself to actively engaging in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage
• Illustrate initiative by proactively contacting customers and merchants to address issues (e.g., rejections, disputes, authorizations, technical needs, potential account issues, etc.)
• Complete assigned learning before the due date while actively participating in learning sessions
• Perform other duties as assigned by leadership

Essential Qualifications

To be successful in this role, you will need to have:

• Minimum two years of customer support experience with heavy inbound call volume
• Motivation and enthusiasm with a desire to be in Customer Success
• Organizational and self-sufficiency skills with moderate supervision needed and the ability to communicate a summary of completed tasks to leaders
• Ability to skillfully manage challenging customer situations
• Coachability with the ability to improve performance based on feedback
• Proficiency with Outlook, Word, and Excel
• Ability to work in a team and independent environment
• Ability to consistently meet expectations in an ever-changing environment
• Professional written and verbal communication skills
• Bilingual - Fluent Spanish & English (Written & Verbal)

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a fast-paced, dynamic environment
• Knowledge of B2B payments and invoicing networks
• Experience with eCommerce and ERP solutions
• Strong analytical and problem-solving skills
• Ability to work in a remote environment with flexible work options

Skills and Competencies

To be successful in this role, you will need to demonstrate the following skills and competencies:

• Active listening
• Authenticity
• Change agency
• Confidence
• Display mindfulness
• Empathy
• Flexibility
• Forward thinking (critical, analytical, creative)
• Helpfulness
• Highly responsive
• Positive attitude
• Positive body language
• Resourcefulness
• Team mindset
• Tone of voice
• Trustworthiness

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Support Representative, you will have access to:

• Comprehensive training and development programs
• Opportunities for career advancement and professional growth
• A supportive and collaborative work environment
• Flexible work options and remote work arrangements
• Competitive salary and benefits package

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive company culture. We believe in:

• Empowering our employees to make decisions and take ownership of their work
• Fostering a culture of empathy and understanding
• Encouraging creativity and innovation
• Providing opportunities for growth and development
• Recognizing and rewarding outstanding performance

Compensation, Perks, and Benefits

As a Customer Support Representative at blithequark, you can expect:

• A competitive salary and benefits package
• Flexible work options and remote work arrangements
• Comprehensive training and development programs
• Opportunities for career advancement and professional growth
• A supportive and collaborative work environment
• Recognition and rewards for outstanding performance

Conclusion

If you are a motivated and enthusiastic customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support Representative, you will be an integral part of our team, providing exceptional service to our clients, merchants, and customers. Don't miss out on this opportunity to join a dynamic and growing company and take your career to the next level. Apply today!