Experienced Customer Support Representative – Remote Opportunity in Utah for Delivering Exceptional Client Experiences and Driving Business Growth through Empathetic and Efficient Support

Welcome to blithequark

At blithequark, we are driven by a profound mission to make legal services accessible, affordable, and simple for everyone. As the largest and most widely used online legal service platform globally, we have been at the forefront of innovation since our inception in 2008. With a presence in North America, South America, and Europe, we have empowered over 30 million individuals to create more than 50 million legal documents and find answers to their legal queries. Our journey is marked by a commitment to excellence, diversity, and inclusivity, making us a unique and exciting place to work.

About Your Role

blithequark is seeking a talented and dedicated Customer Support Representative to join our dynamic team. This role is pivotal in expanding our contact center support, where you will work closely with customers, primarily over the phone, to provide exceptional service and support. We are looking for someone who not only possesses outstanding customer service skills but also genuinely enjoys helping others. Our ideal candidate will thrive in a fast-paced environment, contribute to our strong company culture, and appreciate the flexibility of remote work.

How You Will Make a Difference Day to Day

• Answer inbound calls from prospective or current customers in a timely and professional manner, ensuring that each interaction reflects our commitment to customer satisfaction.
• Listen attentively to customer inquiries, providing accurate and helpful information that addresses their needs and concerns.
• Troubleshoot and resolve customer issues or concerns with empathy and efficiency, turning potential challenges into opportunities for growth and improved customer experience.
• Maintain detailed and accurate records of customer interactions, contributing to our data-driven approach to customer support and service improvement.
• Follow up with customers as needed to ensure satisfaction and provide additional assistance, demonstrating our dedication to building long-term relationships with our clients.

What You’ll Need

To excel in this role, you will need:

• A Bachelor’s degree, which is preferred, although equivalent experience and a passion for delivering exceptional customer service can also be considered.
• At least 1 year of experience providing customer service over the phone in a call center or similar environment, where you have developed strong communication and problem-solving skills.
• A polished and professional demeanor, with excellent verbal and written communication skills that enable you to connect with customers from diverse backgrounds.
• Comfort handling a high volume of calls, with the ability to manage your time effectively and prioritize tasks to meet performance goals.
• Punctuality and consistent attendance are required, as reliability is key to our team’s success and customer satisfaction.
• Flexible availability for overtime or weekend hours, as needed, to ensure we meet our customers’ needs and provide seamless support.
• A friendly, patient, and skilled approach on the phone, with a helpful demeanor that makes our customers feel valued and supported.
• An energetic, highly organized, and proactive attitude, with the ability to multitask and maintain a strong attention to detail in a fast-paced environment.
• The ability to maintain professional and respectful behavior when addressing the concerns of irate or frustrated clients, turning negative experiences into positive outcomes.
• Physical ability to work an 8-hour shift in either a seated or standing position, depending on your personal workspace setup, ensuring your comfort and productivity throughout the day.

Essential and Preferred Qualifications

Beyond the technical skills and experience, we are looking for someone who embodies our values of empathy, efficiency, and a customer-centric approach. Your ability to learn quickly, adapt to new situations, and contribute to a positive team culture is essential. Preferred qualifications include experience with customer relationship management (CRM) software, knowledge of legal terminology (though not required), and any certifications in customer service or a related field.

Skills and Competencies Required for Success

To succeed in this role, you will need to demonstrate:

• Excellent Communication Skills: The ability to communicate clearly, both verbally and in writing, with customers, colleagues, and management.
• Problem-Solving Skills: A proactive approach to resolving customer complaints and issues, with the ability to think critically and outside the box.
• Time Management and Organization: The capability to prioritize tasks, manage time effectively, and maintain accurate records in a fast-paced environment.
• Adaptability and Flexibility: Willingness to adapt to changing situations, priorities, and deadlines, with a flexible approach to work hours and tasks.
• Teamwork and Collaboration: A positive and supportive attitude towards colleagues, with a willingness to contribute to team goals and objectives.

Career Growth Opportunities and Learning Benefits

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

• Comprehensive training programs designed to enhance your customer service skills and knowledge of our legal services platform.
• Ongoing feedback and coaching to support your professional development and career advancement.
• Opportunities to take on additional responsibilities and contribute to special projects, fostering a sense of ownership and achievement.
• A dynamic and supportive work environment that encourages innovation, creativity, and collaboration.

Work Environment and Company Culture Highlights

Our company culture is built on the principles of diversity, inclusivity, and mutual respect. We offer:

• A remote work arrangement that provides flexibility and work-life balance, allowing you to work from the comfort of your own space in Utah.
• A strong sense of community and teamwork, with regular virtual events and activities to connect with colleagues and celebrate our successes.
• Recognition and reward programs that acknowledge and appreciate your contributions to our team and customers.
• A commitment to your well-being, with access to mental health resources, wellness programs, and employee assistance initiatives.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes:

• Comprehensive health plans, including medical, dental, and vision insurance for full-time employees.
• Accrued paid time off (PTO) to recharge and pursue your interests.
• Life insurance and disability benefits to provide peace of mind and financial security.
• Supplemental optional life insurance benefits and flexible spending account (FSA) options for additional financial flexibility.
• A health savings account (HSA) with company match, contributing to your long-term health and financial well-being.
• A 401(k) program with company match, supporting your retirement savings and planning.
• Fertility assistance and planning options, as well as comprehensive pet insurance, to support your personal and family needs.
• Access to fitness platforms like Wellhub and ClassPass, promoting physical and mental wellness.
• Financial wellbeing and student loan program access, helping you manage your finances and achieve your goals.
• Pre-tax commuter/transit benefits, making your daily commute more affordable and convenient.
• A free blithequark account with online access to an extensive legal documents library and discounted rates for licensed attorneys, providing you with valuable resources and support.

Interview Process

Our interview process is designed to get to know you better and assess your fit for the role and our company culture. The process typically includes:

• A video interview to introduce yourself and share your experiences and qualifications.
• A recruiter phone screen to discuss the role in more detail and answer any questions you may have.
• Role assessments to evaluate your skills and competencies in a practical and interactive way.
• A hiring manager interview to delve deeper into your background, interests, and career aspirations.

Diversity, Equity, and Inclusion

blithequark is proudly committed to recruiting and retaining a diverse and inclusive workforce. We are an equal opportunity employer, dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute. We welcome applications from veterans, military spouses, and individuals from underrepresented groups, and we are committed to providing reasonable accommodations to ensure equal access to our hiring process.

Conclusion

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we invite you to join our team at blithequark. As a Customer Support Representative, you will play a vital role in delivering exceptional customer experiences, driving business growth, and contributing to our mission of making legal services accessible to all. Apply now to embark on this exciting journey with us and discover a career that is both fulfilling and fun.