Experienced Customer Service Representative – After Hours Support Specialist for Blithequark's Member Services Team – Remote, VA

Introduction to Blithequark and Our Mission

At blithequark, we are dedicated to making a positive impact on the lives of our members by providing exceptional service and support. As a leader in our industry, we strive to create a culture that values compassion, empathy, and understanding. Our team is passionate about delivering high-quality experiences that empower our members to achieve their goals and improve their overall well-being. We are excited to welcome like-minded individuals who share our vision and are committed to making a difference in the lives of others.

About the Position

We are seeking enthusiastic and dedicated Customer Service Representatives to join our team at blithequark. As a Customer Service Representative, you will be the first point of contact for our members, providing support and guidance on our service offerings. Your role will be pivotal in resolving member concerns, answering questions, and ensuring that requests are processed accurately and promptly. You will be responsible for documenting conversations, following structured protocols and scripts, and maintaining consistency in scheduling, modifying, and canceling customer reservations.

Key Responsibilities

• Receive and document customer concerns, ensuring that all relevant information is captured in a timely and accurate manner.
• Follow company procedures and protocols to ensure consistency and quality in service delivery.
• Input accurate trip data into our systems, maintaining attention to detail and adherence to deadlines.
• Demonstrate a personal commitment to producing high-quality work, taking ownership of member interactions and resolving issues efficiently.
• Refer unresolved customer grievances to the designated department for further investigation and resolution, ensuring that members receive the support they need.
• Multitask effectively, extracting necessary information from multiple systems while reviewing and educating members about our services and their insurance coverage.
• Provide exceptional customer service, responding to a high volume of calls (up to 100+ per day) and interacting with members in a clear, concise, and empathetic manner.

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Graduate or General Education Degree (GED).
• 0-2 years of related experience in customer service or a contact center environment.
• 6+ months of contact center experience or customer service experience, with a strong foundation in organization, written, and verbal communication skills.
• Ability to type 35wpm or more, with proficiency in Microsoft Office Suite and the ability to talk and type simultaneously in a clear and concise manner.
• Strong decision-making and problem-solving skills, with the ability to work independently under general supervision and adapt to a fast-paced environment.

Nice-to-Haves

While not essential, the following qualifications are desirable:

• Experience in a service-oriented industry, with a focus on healthcare or transportation services.
• Familiarity with healthcare or transportation services, with a strong understanding of the challenges and opportunities in these sectors.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with members and provide empathetic support.
• Excellent problem-solving and analytical skills, with the ability to resolve complex issues and think critically.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities with ease.
• Strong organizational and time management skills, with attention to detail and a focus on quality.
• Ability to adapt to new systems, processes, and technologies, with a willingness to learn and grow.

Career Growth and Development

At blithequark, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have access to:

• Comprehensive training programs, designed to equip you with the skills and knowledge needed to succeed in your role.
• Ongoing coaching and feedback, with regular performance evaluations and opportunities for growth and development.
• Career advancement opportunities, with the potential to move into leadership or specialized roles within the company.
• A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional service.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote team member, you will be part of a dynamic and supportive community that values:

• Flexibility and work-life balance, with flexible scheduling and the ability to work from home.
• Open communication and transparency, with regular updates and feedback from leadership and team members.
• Collaboration and teamwork, with opportunities to work with cross-functional teams and contribute to company-wide initiatives.
• Recognition and rewards, with opportunities for professional growth and development, as well as competitive compensation and benefits.

Compensation and Benefits

As a Customer Service Representative at blithequark, you will be eligible for a comprehensive range of benefits, including:

• Competitive salary and bonus structure, with opportunities for growth and development.
• Medical, Dental, and Vision insurance, with employer-paid basic life insurance and AD&D.
• Voluntary Life Insurance (Employee/Spouse/Child), with Health Care and Dependent Care Flexible Spending Accounts.
• Pre-Tax and Post-Tax Commuter and Parking Benefits, with 401(k) Retirement Savings Plan and company match.
• Paid Time Off, Paid Parental Leave, and Short-Term and Long-Term Disability, with Tuition Reimbursement and Employee Discounts.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Representative, you will be part of a dynamic and supportive team that is dedicated to making a positive impact on the lives of our members. With a comprehensive range of benefits, opportunities for growth and development, and a positive and inclusive company culture, this is an opportunity not to be missed. Apply today and take the first step towards a rewarding and challenging career at blithequark!