Experienced Customer Care Specialist – Appointment Setting & Call Center Operations

Are you a customer-centric professional with a passion for delivering exceptional service and support? Do you thrive in a fast-paced, dynamic environment where no two interactions are ever the same? If so, we invite you to join our team at blithequark as a Customer Care Specialist, where you'll play a vital role in shaping the customer experience for our clients across various industries.

About blithequark

blithequark is a 24x7 HIPAA-compliant Call Center operating in a $30B industry, recognized as a Top Ten company among our competition. With a rich history dating back to 1969, we've established ourselves as a trusted partner for small startups to household brand names, providing our professional range of answering services to a diverse business community. As a family-owned company, we pride ourselves on fostering a culture of compassion, empathy, and excellence, where our employees are the foundation of our success.

Compensation and Benefits

At blithequark, we believe that our employees are the driving force behind our achievements. That's why we offer a comprehensive compensation and benefits package, designed to support your growth and well-being:

• Competitive base compensation range of $16.00 per hour
• 401k with up to 4% Employer match
• Generous health premium coverage
• Dental, Vision, Accident, and Critical Illness insurance
• Flexible PTO package
• Tuition Reimbursement
• Referral Bonus
• Professional Training Environment
• Work with an Award-Winning Team
• Flexible Working Conditions
• A Family-Owned Company
• Advancement Opportunities
• Manager Development Programs
• Monthly Rewards/Incentives
• Biannual Industry Rewards

Computer Requirements

To ensure seamless communication and efficient operations, we require:

• A personal PC/Laptop (Windows 10 or 11) with at least 8GB of RAM storage
• Wired USB headset
• Webcam
• High-speed internet access

Job Purpose

As a Customer Care Specialist, you'll serve as the first point of contact for our clients, providing exceptional service and support across various touchpoints. Your responsibilities will include:

• Managing client inquiries, scheduling appointments, and assisting with script-related tasks
• Handling each interaction with care, professionalism, and a strong attention to detail
• Utilizing our Pinnacle/Amtelco Platform effectively to manage incoming calls and ensure accurate and efficient handling of all inquiries
• Providing comprehensive support to callers by understanding their needs, answering their questions, and providing accurate information
• Directing callers' questions and complaints to the appropriate department or individual, ensuring swift resolution and overall customer satisfaction

Duties/Responsibilities

* Answering Calls: + Communicate clearly and precisely, ensuring that clients fully understand the information provided + Utilize the Pinnacle/Amtelco Platform to manage incoming calls and ensure accurate and efficient handling of all inquiries + Provide comprehensive support to callers by understanding their needs, answering their questions, and providing accurate information + Direct callers' questions and complaints to the appropriate department or individual, ensuring swift resolution and overall customer satisfaction

• Appointment Setting:

+ Ensure full understanding of all customer accounts prior to taking calls; raise concerns before the calls go live + Schedule consultations between callers and clients, ensuring that the appointment is set with the appropriate person, for the reason indicated, and for the appropriate amount of time + Maintain proper procedures for every account, ensuring timely and accurate dispatching appointment booking + Deliver great customer experience while efficiently processing all appointments

• Customer Service:

+ Maintain High Standards: Consistently uphold a high standard of customer service, promoting a positive and professional customer experience + Discern Situations: Quickly assess and understand various caller situations, demonstrating empathy and problem-solving skills to address their needs

• Quality Assurance:

+ Adhere to Policies: Abide by blithequark's Quality Assurance policy, ensuring that interactions meet the company's standard for quality and professionalism + Continuous Improvement: Actively seek feedback and engage in continuous self-improvement to enhance service quality

Required Skills/Abilities

* Adhere to blithequark's core values

• Proven work experience as an Appointment Setter, Call Center, or similar role
• Excellent communication skills, including active listening
• Service-oriented and able to discern the caller's reasons
• Proficient with Amtelco platform, and/or able to learn efficiently
• Optimistic and creative in "getting the job done" when times are difficult
• Remote Work Discipline: Demonstrated ability to work effectively in a remote environment with high dependability
• Disciplined in a remote environment, with a demonstrated dependability
• Continuous Learning: Enthusiastic about learning and driven towards continuous self-improvement
• Technical Proficiency: Familiarity with contact center software and Microsoft Office suite is a plus
• Bilingual a plus

Education and Experience

* High School Diploma or GED Required

• Prior Call Center Experience: Preferred, but not required

Supervisory Requirements

* None

Travel Requirements

* This position does not require traveling

Physical Requirements

* Regularly required to sit, talk, use repetitive motion, type, and hear

• Regularly required to actively listen and use extensive verbal communication with callers
• Regularly read fine print on colored screens

ADA Disclaimer

In developing this job description, care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. If you're a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply to this exciting opportunity at blithequark. Join our team and be part of shaping the customer experience for our clients across various industries. Apply for this job