Experienced Customer Care Team Lead - Remote Opportunity for Delivering Exceptional Customer Experiences in the Healthcare Industry at blithequark

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences in the healthcare industry. As a leading national specialty distributor of healthcare products, we operate through several market-leading companies, including blithequark, which provides full Sudden Cardiac Arrest Solution. Our mission is to be the best partner for those who save and improve patients' lives, and we strive to create a workplace that reflects the communities we serve. We are committed to excellence, diversity, and inclusion, and we empower our team members to bring their full, authentic selves to work each day.

Job Overview

We are seeking an experienced Customer Care Team Lead to join our team at blithequark. As a Customer Care Team Lead, you will be responsible for delivering accurate and timely answers to questions from Customer Service Representatives, answering inbound calls and customer contacts via multiple channels, and supporting the Supervisor in achieving service goals. You will also assist the Customer Care Supervisor with monitoring coaching opportunities, training, scheduling, and administering the Rewards & Recognition Program. This position requires proven success as a Customer Care Representative, superior communication and collaboration skills, and strong follow-through and problem-solving skills.

Key Responsibilities

• Provide subject matter expertise to the team for order processing issues/questions, identifying errors, and resolving issues, managing back-orders, managing and reporting on returns, and basic inventory and product substitutions.
• Provide daily direction and communication to employees to ensure customer service calls are answered in a timely, efficient, and knowledgeable manner, and collaborate with other internal departments on behalf of the customer.
• Research and resolve billing and pricing inquiries, contact warehouse management directly and timely regarding any issues that impact same-day shipping, evaluate customer concerns, and resolve issues to the customer's satisfaction.
• Assist the Customer Care Supervisor with monitoring coaching opportunities, training, scheduling, and administering the Rewards & Recognition Program.
• Step in for the Supervisor when they are unavailable, under the guidance of the Customer Care Manager, and attend all customer-related meetings.

Essential Qualifications

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

• One to two years of experience as a Customer Care Representative or in a similar client services role.
• Superior communication skills, both written and verbal, with the ability to present information at all levels in a professional and courteous manner.
• Strong collaboration skills across multiple departments, with the ability to be empowered and exert confidence in enabling the customer and their experience to be successful.
• Basic analytical and process skills, with the ability to define problems, establish root causes, and offer solutions.
• Extraordinary interpersonal skills, with the ability to develop and maintain cooperative working relationships with customers, sales teams, and co-workers.
• Strong computer skills, with a basic understanding of MS Outlook, Word, and Excel.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working within a distribution company.
• Successful Client Services experience.

Skills and Competencies

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

• Excellent attention to detail and accuracy.
• Ability to organize and prioritize on behalf of the customer.
• Ability to deal calmly and effectively with situations via all channels while maintaining and promoting a positive company image.
• Ability to diffuse an upset customer and/or an intense situation.
• Must possess self-motivation and the initiative to exceed customer expectations.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Care Team Lead, you will have the opportunity to develop your skills and knowledge in a fast-paced and dynamic environment. You will also have access to training and development programs, as well as opportunities for advancement within the company.

Work Environment and Company Culture

At blithequark, we strive to create a workplace that is inclusive, diverse, and empowering. We believe in creating an environment where our team members can bring their full, authentic selves to work each day. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including a 401(k) Plan.

Compensation, Perks, and Benefits

We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including:

• 401(k) Plan.
• Comprehensive health insurance.
• Paid time off and holidays.
• Opportunities for advancement and professional growth.

Conclusion

If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Care Team Lead, 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 chance to join our team and take your career to the next level. Apply now and become a part of our dynamic and inclusive team!