Experienced Email and Chat Support Specialist for Exceptional Customer Experience and Seamless Issue Resolution

Welcome to blithequark

At blithequark, we believe that wellness is best achieved in our community by ensuring individuals receive adequate access to quality, integrated behavioral health and medical care resources. Our approach to healthcare involves blending medical care and behavioral health care, with the goal of improving the overall health and well-being of an individual. We focus specifically on linking care involving primary, mental health, and substance abuse treatment through a team of qualified, licensed clinical professionals. Our team of clinicians work with consumers to coordinate engagement in their care to ensure proper management of medical and psychosocial needs.

About the Role

We are seeking a dedicated and detail-oriented Email Chat Support specialist to join our Customer Support team at blithequark. In this role, you will play a key part in providing exceptional service to our customers via email and chat. As a full-time, hourly employee, you will be responsible for addressing customer inquiries, resolving issues, and ensuring a seamless and satisfying customer experience in English. You will work closely with team members and other departments to deliver prompt and accurate support while embodying our commitment to excellence.

Key Responsibilities

• Respond to customer inquiries through email and chat professionally and promptly, ensuring that all interactions are handled with care and attention to detail.
• Assist with troubleshooting products or service-related issues to resolve customer concerns effectively, using your problem-solving skills to identify and implement solutions.
• Maintain a positive and empathetic attitude while engaging with customers, providing a supportive and understanding environment for them to express their concerns and needs.
• Communicate policies, procedures, and product details clearly and concisely to customers, ensuring that they have all the information they need to make informed decisions.
• Collaborate with other team members and departments to address and resolve complex issues, working together to find solutions that meet the needs of our customers.
• Track and document customer interactions and resolutions within the company’s CRM software, maintaining accurate and up-to-date records of all customer interactions.
• Identify customer needs and provide accurate information, recommendations, or alternative solutions, using your knowledge and expertise to provide personalized support.
• Maintain high-quality standards for response times and customer satisfaction metrics, continuously striving to improve our customer support services and ensure that we are meeting the needs of our customers.
• Continuously improve processes by providing feedback or recommendations on common issues or updates to resources, helping us to refine and improve our customer support services.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Fluency in written and verbal English communication, with excellent communication and interpersonal skills.
• Prior experience in email or chat-based customer support is preferred, although we are willing to consider candidates with transferable skills and experience.
• Strong typing skills with speed and accuracy to handle high volumes of customer inquiries, with the ability to work efficiently and effectively in a fast-paced environment.
• Excellent problem-solving skills and the ability to stay calm under pressure, with a positive and empathetic attitude and a customer-focused approach.
• Experience with customer support tools or CRM systems like Zendesk, Salesforce, or similar platforms is a plus, although training will be provided for the right candidate.
• Ability to work independently and in a team-oriented environment, with strong organizational skills and the ability to multitask effectively.
• Availability to work full-time on a set schedule aligned with the department’s requirements, with flexibility and adaptability to meet the changing needs of our customers and our business.

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates who possess the following preferred qualifications:

• Previous experience working in a customer-facing role, with a proven track record of providing exceptional customer service and support.
• Knowledge of behavioral health and medical care resources, with an understanding of the importance of integrated care and the role that our organization plays in supporting the health and well-being of our community.
• Experience working with diverse populations, with a commitment to cultural competence and sensitivity.
• Strong analytical and problem-solving skills, with the ability to think critically and creatively to resolve complex issues and improve our customer support services.

Skills and Competencies

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

• Communication skills: excellent written and verbal communication skills, with the ability to communicate complex information clearly and concisely.
• Problem-solving skills: excellent problem-solving skills, with the ability to think critically and creatively to resolve complex issues.
• Customer service skills: a customer-focused approach, with a commitment to providing exceptional customer service and support.
• Technical skills: proficiency in customer support tools or CRM systems, with the ability to learn and adapt to new technologies and systems.
• Teamwork and collaboration: ability to work effectively in a team-oriented environment, with a commitment to collaboration and teamwork.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the growth and development of our employees, with opportunities for career advancement and professional development. As an Email Chat Support specialist, you will have the opportunity to:

• Develop your skills and expertise in customer support, with training and development opportunities to help you grow and succeed in your role.
• Work with a diverse range of customers and stakeholders, with the opportunity to build relationships and networks that can help you to advance your career.
• Contribute to the development and improvement of our customer support services, with the opportunity to make a real difference to the lives of our customers and our community.
• Pursue career advancement opportunities, with the potential to move into leadership or specialist roles within our organization.

Work Environment and Company Culture

At blithequark, we are proud of our positive and supportive work environment, with a culture that values diversity, equity, and inclusion. As an Email Chat Support specialist, you will be part of a dynamic and collaborative team, with a commitment to:

• Teamwork and collaboration: we work together to achieve our goals and support each other to succeed.
• Diversity, equity, and inclusion: we value and celebrate diversity, with a commitment to creating an inclusive and welcoming environment for all employees and customers.
• Continuous learning and improvement: we are committed to ongoing learning and development, with opportunities for training and professional development to help you grow and succeed in your role.
• Work-life balance: we recognize the importance of work-life balance, with flexible working arrangements and a commitment to supporting the well-being and health of our employees.

Compensation, Perks, and Benefits

We offer a competitive salary range of $75,000 - $85,000 per year, depending on experience, with a range of perks and benefits to support your well-being and career development. These include:

• Comprehensive health insurance: we offer a range of health insurance options to support your physical and mental health.
• Retirement savings plan: we offer a retirement savings plan to help you plan for your future and achieve your long-term financial goals.
• we offer a generous paid time off policy, with opportunities to take breaks and recharge throughout the year.
• Professional development opportunities: we offer a range of training and development opportunities to help you grow and succeed in your role.

Conclusion

If you are a motivated and customer-focused individual who is passionate about providing exceptional customer service and support, we encourage you to apply for this exciting opportunity to join our team at blithequark. As an Email Chat Support specialist, you will play a critical role in supporting the health and well-being of our community, with opportunities for career growth and development in a dynamic and supportive work environment. Don’t miss out on this opportunity to make a real difference to the lives of our customers and our community – apply today to join our team at blithequark!