Experienced Customer Support Representative – Virtual Call Center Flexibility

Are you a customer-centric individual with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two interactions are ever the same? If so, we invite you to join blithequark's Virtual Call Center team as a Customer Support Representative. As a key member of our 24/7 operation, you will play a vital role in providing top-notch support to our clients across the water and sewer utility space.

About blithequark

blithequark is a growing company that specializes in providing customer support and billing services to clients in the water and sewer utility space. Founded in 2015, we pride ourselves on our commitment to delivering exceptional customer experiences, leveraging cutting-edge technology, and fostering a culture of innovation and collaboration. Our Virtual Call Center team operates 24 hours a day, 7 days a week, providing unparalleled support to our clients and their customers.

Position Summary

As a Customer Support Representative, you will be responsible for answering phone calls, responding to voicemails, and emails from customers who contact us with questions about their accounts. You will also update the online billing system with a summary of customer contacts and update customer information as needed. This is a remote position, and you will work from the comfort of your own home office, equipped with a laptop, headset, keyboard, and mouse provided by blithequark.

Position Responsibilities

* Answer all phone calls and provide accurate, satisfactory answers to customer inquiries and concerns

• Return calls and emails, and record all customer interaction in the customer information system
• Update Account Info by:

+ Adding phone numbers and emails to the customer information system when customers provide them + Providing account balance, invoice information, and payment information to customers + Recording information into customer accounts as needed + Emailing Start/Stop Service Forms to Customers as needed

• Deescalate situations involving dissatisfied customers with patience and support and forwarding complaints, problems, or supervisor requests to the appropriate person
• Provide Rate information to customers
• Collaborate with other call center professionals to improve customer service
• Communicate directly with the blithequark Customer Experience Director, Customer Experience Manager, and team leads as well as interact with our primary contact at the utility company when needed
• Perform other duties as assigned

Skills & Experience

* Effective and professional communication skills, both written and oral

• Exceptional Customer Service skills, including effective active listening skills, the ability to remain flexible and calm in high-pressure or continually changing situations
• Troubleshooting and problem-solving skills
• Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day
• Self-starter able to manage this position and the flexible schedule working from their home office
• Ability to work with web-based email and office software (for example, Google Apps and Email, Microsoft Excel, etc.)
• Ability to work in multiple technology systems to provide service to the customer
• One year in a customer-facing role
• A college degree is preferred, but not required
• Excellent written and oral communicator
• Flexible and adaptable to changing situations
• Demonstrates initiative to solve customer problems
• Empathy and patience
• Resilient and able to remain calm under pressure
• Team player

What We Offer

* A dynamic and supportive work environment that encourages collaboration and growth

• Opportunities for professional development and career advancement
• A comprehensive benefits package, including medical, dental, and vision insurance
• A 401(k) retirement plan with company match
• Paid time off and holidays
• A flexible schedule that allows you to work from the comfort of your own home office
• A laptop, headset, keyboard, and mouse provided by blithequark
• Ongoing training and support to ensure your success in the role

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the position. We look forward to hearing from you! Apply Job! Apply for this job