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. We are excited to bring on a Bilingual Customer Service Representative to support our Retirement Plan Services business. As a member of our team, you will have the opportunity to work in a fast-paced, dynamic environment and make a meaningful impact on the lives of our customers. Our company is committed to creating a diverse and inclusive environment, and we are proud to be an equal opportunity employer.

About the Role

We are seeking a highly skilled and motivated Bilingual Customer Service Representative to join our team. As a Bilingual Customer Service Representative, you will serve as the primary point of contact for English and Spanish speaking individuals who have questions or concerns regarding their retirement plan. You will provide excellent customer service, educate customers about their retirement plan, and resolve issues in a timely and professional manner. This is a full-time remote position, with the option to work from home after completing 8 weeks of onsite training in our Fort Wayne, IN office.

Key Responsibilities

• Answer inbound calls, callbacks, and email correspondence from internal and external stakeholders, addressing customer service inquiries and concerns.
• 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.
• Build rapport with and educate our customers about their retirement plan, while researching multiple systems, databases, platforms, and software.
• Provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer’s needs and demonstrating flexibility and responsiveness through problem resolution.
• Demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities, and rapid change.
• Identify and recommend process improvements and organizational initiatives to positively influence the team and quality.

Training and Development

We are committed to providing our employees with the training and development they need to succeed. As a Bilingual Customer Service Representative, you will receive several weeks of paid training, coaching, and development to perform in this fast-paced environment. Training will be led by one of our dedicated trainers in a classroom setting, along with a cohort of peers and managers, and will provide you with foundational knowledge to assist you in excelling in a career with blithequark.

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 helping our employees grow and develop in their careers. As a Bilingual Customer Service Representative, you will have the opportunity to advance in your role and take on new challenges. Progression in the role may include assisting customers in troubleshooting complex website issues, as well as supporting customers in plans with service level agreements. Further promotion opportunities exist within the Call Center.

Work Environment and Company Culture

At blithequark, we value our employees and are committed to creating a positive and inclusive work environment. We offer a remote work environment and flexible work hybrid situations, as well as a range of benefits, including competitive pay, PTO/parental leave, and a comprehensive benefits package. Our leadership team prioritizes the health and well-being of our employees, and we are committed to providing a supportive and inclusive workplace culture.

Compensation and Benefits

We offer a competitive hourly rate of $20.42, as well as a range of benefits, including:

• Competitive 401K and employee benefits.
• Free financial counseling, health coaching, and employee assistance program.
• Tuition assistance program.
• Leadership development and virtual training opportunities.
• A clearly defined career framework to help you successfully manage your career.

How to Apply

If you are a motivated and customer-focused individual who is looking for a new challenge, 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. We look forward to hearing from you!

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply today and take the first step towards a rewarding and challenging career with blithequark!