Experienced Email, Chat, SMS, and Voice Customer Service Associate - Hybrid Support for E-Commerce Furniture Marketplace at blithequark

Introduction to blithequark

At blithequark, we are a dynamic group of driven and hard-working individuals passionate about delivering exceptional customer experiences. As a leading e-commerce furniture marketplace, we are committed to providing top-notch service to our customers in North America. We are seeking a self-motivated, team-oriented, and career-oriented individual to join our team as an Email, Chat, SMS, and Voice Customer Service Associate. If you are looking to build a fulfilling career and are confident in your skills and experience to help us succeed, we want to work with you!

Job Description

As an Email, Chat, SMS, and Voice Customer Service Associate at blithequark, you will act as a liaison between our customers and our company, providing services information, answering questions, and resolving any emerging problems that our clients' accounts might face with accuracy and efficiency. You must be genuinely excited to help clients, patient, empathetic, and passionately communicative. Your primary goal will be to ensure excellent service standards, respond efficiently to clients' inquiries, and maintain high customer satisfaction.

Key Responsibilities

• Identify and assess clients' 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 Service Representative Do?

A Service Representative at blithequark demonstrates reliability, handles a high volume of contacts, meets our high-performance bar, engages customers, listens actively, and shows empathy. You will be the voice of blithequark, working 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.

• Demonstrate reliability: Attendance and commitment to being present and on time for your full shift each day is crucial
• Handle a high volume of contacts: You will handle an estimated 50-60 emails, chat, SMS per 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, and you'll be the voice of blithequark, working to build a relationship with customers
• 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: 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
• Multitask: You'll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions
• Escalate systemic issues: Help us continuously improve by identifying areas where improvement is needed on behalf of blithequark customers and sharing 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
• 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, multi-task, 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

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a customer service associate, you will have access to:

• Paid training and development programs to enhance your skills and knowledge
• Opportunities for advancement and career progression within the company
• A dynamic and supportive work environment that encourages collaboration and innovation
• Regular feedback and coaching to help you achieve your goals and improve your performance

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. Our employees enjoy:

• A competitive compensation package inclusive of base pay, incentives, overtime, and shift differentials for certain shifts
• Annual merit increase based on performance
• Paid training and development programs
• 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
• On-site 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 and growth opportunities for advancement
• Excellent reward and recognition programs

Conclusion

If you are a motivated and customer-focused individual looking to build a fulfilling career, we encourage you to apply for the Email, Chat, SMS, and Voice Customer Service Associate position at blithequark. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and contribute to the success of our company. Don't miss out on this exciting opportunity to join our dynamic team and take your career to the next level. Apply now and become a part of the blithequark family!