**Experienced Full Stack Customer Service Associate – Email, Chat, SMS, and Voice Support for a Leading E-Commerce Furniture Marketplace at blithequark**
Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and enjoy building strong relationships with customers? If so, we invite you to join our dynamic team at blithequark as an Email, Chat, SMS, and Voice Customer Service Associate. As a key member of our hybrid support team, you will play a vital role in ensuring that our customers receive top-notch service and support, every time they interact with us.
**About blithequark**
blithequark is a leading e-commerce furniture marketplace that is revolutionizing the way people shop for home furnishings. Our mission is to provide an unparalleled customer experience, and we're committed to building a team of talented and dedicated professionals who share our passion for delivering exceptional service. As a customer service associate at blithequark, you will be part of a dynamic team that is passionate about making a difference in the lives of our customers.
**Job Description**
As an Email, Chat, SMS, and Voice Customer Service Associate at blithequark, you will be responsible for providing exceptional customer service to our clients in the United States. Your primary goal will be to ensure that our customers receive accurate, timely, and personalized support, every time they interact with us. You will be the voice of blithequark, and your interactions with customers will be guided by our core values of empathy, patience, and professionalism.
**Key Responsibilities**
* Identify and assess customer needs to achieve satisfaction
* Build sustainable relationships and trust with customer accounts through open and interactive communication
* Provide accurate, valid, and complete information by using the right methods/tools
* Meet personal/customer service team sales targets and call handling quotas
* Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
* Keep records of customer interactions, process customer accounts, and file documents
* Follow communication procedures, guidelines, and policies
* Take the extra mile to engage clients
**What Does a Customer Service Representative Do?**
* Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.
* Handle a High Volume of Contacts: You will handle an estimated 50-60 emails, chat, SMS per shift. This is a fast-paced environment and highly structured. There is little downtime in this position as you are typically on back-to-back chats during your shift.
* Meet Our High Performance Bar: You'll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
* Engage Customers: You'll need a passion for people. You'll be the voice of blithequark and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more.
* Listen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.
* De-Escalate Customer Concerns: Most customers contact us because they've had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.
* Problem Solve: Solutions aren't a one-size-fits-all approach so customer service representatives do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You'll need to think analytically to solve customer problems in a first-contact resolution approach.
* Multitask: You'll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.
* Escalate Systemic Issues: Help us continuously improve. You'll identify areas where improvement is needed on behalf of blithequark customers and share any trends with leadership.
**Qualifications**
Our most successful candidates will have:
* Must be at least 18 years or older.
* A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
* We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
* Must have flexible availability to work any day and any assigned shift weekly (Weekends and Public Holidays) and across sites within the blithequark network.
* Must successfully pass English Language written assessments.
* Consistency in performance and an "I can and will win attitude".
* Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
* Experience in customer service is an asset and preferred.
* Good systematic problem-solving ability, using sound business judgment, and following through on commitments to customers.
* The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
* Excellent attention to detail.
* Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. Proficient reading skills required.
* The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
* Ability to effectively organize, prioritize, multitask, and manage time.
* Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
* Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
* Must have basic computer skills with the ability to navigate and manipulate a computer system.
* Must be very tech-savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
* Inspire confidence and positively influence the behavior, actions, and thoughts of others.
* No commitments that will impact your ability to commit to work for the next 18 – 24 months
**Additional Information**
Our employees enjoy:
* Competitive compensation packages inclusive of base pay, incentives, overtime, and shift differentials for certain shifts.
* Annual merit increase based on performance.
* Paid Training.
* Discounts for several corporate and retail partners for services and products once blithequark ID is presented.
* Excellent training and supervisory support – to help you feel comfortable servicing our customers.
* Competitive Salary with attractive and attainable PBI structure.
* Paid vacation and sick leave annually.
* Exceptional Health and Life Insurance Plan
* Lunch benefits and subsidy.
* Onsite lunch concessionaire at reduced rates.
* Transportation/Shuttle Services – Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6 am
* Free On-site medical suite with nurse and medical doctor.
* Daily Refuel Plan – Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
* Paid referral program
* Career development & growth opportunities for advancement.
* Excellent Reward and recognition programs.
**Why Join blithequark?**
At blithequark, we're passionate about creating a workplace that is inclusive, supportive, and empowering. We believe that our employees are our greatest asset, and we're committed to providing them with the tools, training, and resources they need to succeed. If you're looking for a challenging and rewarding career that will allow you to grow and develop as a professional, we invite you to join our team.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!