Experienced Bilingual Customer Service Representative – Retirement Plan Services and Operations Support

Welcome to blithequark

At blithequark, we are dedicated to making a tangible difference in the lives of our customers. As a leader in the industry, we are committed to providing exceptional service and support to our clients. We are excited to announce an opportunity for a Bilingual Customer Service Representative to join our team, where you will play a critical role in supporting our Retirement Plan Services business. This is a unique chance to work with a vibrant community, develop your skills, and advance your career in a dynamic and fast-paced environment.

About the Role

We are seeking a highly skilled and motivated Bilingual Customer Service Representative to serve as the primary point of contact for English and Spanish speaking individuals who have questions or concerns regarding their retirement plan. As a subject matter expert, you will educate customers about their retirement plan, provide excellent customer service, and resolve problems in a professional and efficient manner. This role offers a comprehensive training program, career growth opportunities, and a competitive compensation package.

Key Responsibilities

• Answer inbound calls, callbacks, and email correspondence from internal and external stakeholders, addressing customer service inquiries and concerns in a timely and professional manner.
• Work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution.
• Meet and/or exceed all established key performance goals, including call metrics and quality, to ensure exceptional customer service and support.
• Build rapport with customers, educate them about their retirement plan, and research multiple systems, databases, platforms, and software to provide accurate and detailed information.
• Demonstrate professionalism, maintain composure in the face of high call volume, shifting priorities, and rapid change, and identify and recommend process improvements and organizational initiatives to positively influence the team and quality.

Training and Development

At blithequark, we are committed to the growth and development of our employees. As a Bilingual Customer Service Representative, you will receive several weeks of paid training, coaching, and development to perform in this fast-paced environment. Our training program includes:

• Foundational knowledge to assist you in excelling in a career with blithequark
• Classroom setting training led by one of our dedicated trainers
• Cohort of peers and managers to support your learning and development
• Defined career pathing and development program to help you advance your career

Essential Qualifications

• High School Diploma or GED
• 0-1+ Years of general experience – does not need to be directly related to the position
• Bilingual with verbal and written proficiency in both English and Spanish
• Strong written and verbal communication skills
• Ability to work with others in a fast-paced, team environment
• Ability to quickly learn complex systems and product knowledge
• Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations
• Ability to be adaptable/flexible as business needs change
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Preferred Qualifications

• Associate's degree/post-secondary education
• 2+ years of previous service industry and/or financial services experience
• Previous remote/work from home experience
• Passion for helping, servicing, and educating others and the desire to build rapport during each interaction
• Ability to research and problem-solve, while providing outstanding customer service
• Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures, and guidelines
• Solid relationship management skills with customers, management, peers, and colleagues

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Bilingual Customer Service Representative, you will have opportunities to advance your career, including:

• Assisting customers in troubleshooting complex website issues
• Supporting customers in plans with service level agreements
• Further promotion opportunities within the Call Center

Work Environment and Company Culture

At blithequark, we value our employees and strive to create a positive and inclusive work environment. Our company culture is built on the principles of:

• Respect and empathy for our customers and employees
• A commitment to diversity, equity, and inclusion
• A focus on employee growth and development
• A culture of innovation and continuous improvement

Compensation and Benefits

We offer a competitive compensation package, including:

• Hourly rate of $20.42
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) plan with company match
• Paid time off and holidays
• Opportunities for career growth and advancement

How to Apply

If you are a motivated and customer-focused individual who is passionate about providing exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.

Conclusion

At blithequark, we are committed to making a tangible difference in the lives of our customers. As a Bilingual Customer Service Representative, you will play a critical role in supporting our Retirement Plan Services business and providing exceptional service and support to our clients. We offer a comprehensive training program, career growth opportunities, and a competitive compensation package. If you are a motivated and customer-focused individual who is passionate about providing exceptional service and support, we encourage you to apply for this exciting opportunity.