Experienced Remote Customer Support Specialist - Marketplace Department - Delivering Exceptional Customer Experiences through Empathy and Solutions

Introduction to blithequark

At blithequark, we pride ourselves on being a leader in our industry, dedicated to providing top-notch customer experiences that exceed expectations. Our commitment to excellence is reflected in every aspect of our business, from our products to our customer support. As a fully remote company, we understand the importance of having a talented and dedicated team that can work effectively from anywhere. That's why we're seeking an entry-level Remote Customer Support Specialist to join our Marketplace Department, where you'll play a vital role in ensuring our customers receive the best possible support.

Job Overview

As a Remote Customer Support Specialist - Marketplace Department at blithequark, you will be the primary point of contact for all customer inquiries and issues related to our Internet Marketplace Customer Service via email. You will act as a liaison to our Processing Department team, working closely with them to resolve customer concerns in a timely and professional manner. Your goal will be to provide exceptional customer experiences, ensuring that every interaction with blithequark is positive and memorable.

Key Responsibilities

• Handle incoming customer inquiries and issues via email, assisting customers with order changes, status updates, cancellations, and other concerns, focusing on resolving issues on the first attempt.
• Demonstrate empathy and understanding when dealing with customer concerns, presenting blithequark in a positive light at all times.
• Prevent customer returns and ensure customer retention by negotiating reasonable solutions that benefit both the customer and blithequark.
• Contact customers via phone when possible to resolve issues in a timely manner, ensuring that every customer interaction is personalized and effective.
• Partner with management on escalated customer and product issues, identifying trends and communicating them to management in measurable terms.
• Provide proactive and consistent follow-up to all customer inquiries, responding to every customer email upon receipt and documenting a complete summary of the customer's inquiry, actions taken, and expectations set forth.
• Maintain the highest standards of quality and service, demonstrating improvements when necessary, as determined by our QA team and management.

Essential Qualifications

To be successful in this role, you will need:

• A minimum of 1 year of customer service, administrative, or retail background, with call center experience being a plus.
• Excellent verbal and written communication skills in English, with the ability to articulate details to customers in a professional and calm manner.
• Computer literacy, with the ability to navigate through programs and windows with ease.
• Excellent typing and data entry skills, with the ability to multi-task and perform tasks such as talking on the phone and typing notes simultaneously.
• Effective problem-solving skills, with the ability to work independently and as part of a team.
• A low error rate, with the ability to meet minimum required interactions of 80+ per day.
• Availability to work Saturdays and Sundays, with regular job attendance required in accordance with a regular schedule established for the position by the supervisor.

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Previous experience in a remote customer support role, with a proven track record of delivering exceptional customer experiences.
• Knowledge of customer service software and technology, with the ability to learn and adapt to new systems quickly.
• A strong understanding of the importance of customer retention and the role that customer support plays in achieving this goal.

Skills and Competencies

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

• Communication skills: The ability to communicate effectively with customers, both verbally and in writing, is essential.
• Problem-solving skills: You will need to be able to analyze problems and develop effective solutions, often under pressure.
• Time management skills: The ability to prioritize tasks and manage your time effectively is crucial in this role.
• Adaptability: You will need to be able to adapt to changing circumstances and priorities, often at short notice.
• Teamwork: While you will be working remotely, you will still be part of a team, and the ability to work collaboratively with others is essential.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Remote Customer Support Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs to help you develop your skills and knowledge.
• Ongoing coaching and feedback to help you improve your performance.
• Opportunities to take on additional responsibilities and contribute to special projects.
• A clear path for career advancement, with opportunities to move into more senior roles or specialize in a particular area.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive company culture. As a remote employee, you will be part of a virtual team, with regular opportunities to connect with your colleagues and contribute to team discussions. We offer a range of benefits, including:

• A flexible and supportive work environment, with the ability to work from home.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• A range of employee recognition and reward programs, to recognize and reward your contributions.
• A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• A competitive hourly rate, with opportunities for overtime.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• A range of employee recognition and reward programs, to recognize and reward your contributions.
• A flexible and supportive work environment, with the ability to work from home.

Internet Connectivity Guidelines

As a condition of employment, you will need to provide and maintain a high-speed internet connection that meets our requirements. This includes:

• A dedicated business-class internet connection, with a cable connection required.
• Speeds of at least 15 MBS down/5 MBS up, with a dynamic modem for cable if available.
• A cable modem or DSL router provided by the carrier, with the cable modem set up in bridge mode and the DSL router firewall disabled.
• Wi-Fi, firewall, and ALG disabled from the dedicated business-class internet connection.

Equipment

We will provide you with the necessary equipment to perform your job, including:

• A modem.
• A Wyse terminal (computer).
• A monitor.
• A phone and headset.
• Other miscellaneous equipment as needed.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Remote Customer Support Specialist - Marketplace Department at blithequark, you will be part of a dynamic and supportive team, with opportunities for growth and development. Don't miss out on this chance to join our team and contribute to our mission of providing exceptional customer experiences. Apply today!