Bilingual Customer Service Representative - Delivering Exceptional Student Experience in Online Professional Education

Join blithequark, a Pioneer in Online Professional Education, and Be Part of a Dynamic Team

At blithequark, our culture is the backbone of our collective success. We live by our core values: Love, Joy, Boldness, Teamwork, and Curiosity. These guiding principles shape our interactions with each other, our customers, and the community. As a trailblazer in online professional education since 2001, blithequark has grown to become a leading platform in its respective markets, proudly serving over 1 million customers annually and employing more than 1,000 professionals who share our mission.

About the Role: Customer Service Representative

We're looking for a dedicated and customer-centric Bilingual Customer Service Representative to join our team. This role is crucial in supporting our customers/students throughout their professional learning journey. As a team-oriented, student-facing position, you'll be the face of blithequark, ensuring that our customers receive the best possible experience. Your responsibilities will include handling inquiries, resolving issues, and providing timely support via various communication channels.

Key Responsibilities

• Handles all incoming service-related inquiries via phone, email, live chat, and other digital channels, ensuring prompt and effective resolutions.
• Follows up with students as necessary to ensure their queries are fully addressed and they're satisfied with the support provided.
• Adheres to established departmental metrics and service level agreements (SLAs), striving for excellence in customer service.
• Manages customer escalations and difficult conversations with empathy and professionalism, utilizing active listening and de-escalation strategies.
• Troubleshoots general technical questions related to our products and services, providing accurate and helpful solutions.
• Documents all interactions in our CRM system accurately and in accordance with established criteria and SLAs.
• Collaborates with other departments to deliver an optimal student experience, ensuring seamless communication and issue resolution.
• Acquires and maintains a basic understanding of our products and systems necessary for effective job performance.
• Demonstrates a positive and flexible attitude, being open to others' viewpoints and experiences.
• Assists with special projects, initiatives, and other duties as assigned, showcasing adaptability and a willingness to contribute to the team's success.

Essential Qualifications and Skills

To succeed in this role, you'll need:

• Bilingual communication skills (English and Spanish speaking, reading, and writing) to effectively support our diverse customer base.
• A high level of interpersonal, professional communication, and problem-solving skills to handle customer inquiries and issues.
• The ability to work independently and as part of a high-performing team, demonstrating flexibility and a collaborative mindset.
• Proficiency in Microsoft Office, Internet applications, and database software to efficiently manage customer interactions and data.
• Strong verbal and written communication skills to craft clear, concise, and customer-centric responses.
• The ability to operate in a fast-paced environment with a high degree of adaptability and multitasking capability.
• Reliability and punctuality, with a strong commitment to meeting performance expectations and SLAs.
• A high school diploma or equivalent; some college or equivalent work experience is preferred.

Preferred Qualifications

• 1+ year of customer service or related experience, preferably in an educational or professional services context.
• Previous experience working in a dynamic, online education environment or a similar fast-paced setting.

What We Offer

At blithequark, we're committed to fostering a culture of care, diversity, and inclusion. As a Customer Service Representative, you'll have the opportunity to:

• Be part of a pioneering company in online professional education, contributing to the growth and success of our customers.
• Develop your skills in a dynamic and supportive environment, with opportunities for professional growth and career advancement.
• Enjoy a comprehensive benefits package, including competitive compensation, perks, and benefits that support your well-being and work-life balance.
• Work with a diverse and talented team of professionals who share our mission and values.

Our Culture and Work Environment

At blithequark, we pride ourselves on our inclusive and diverse workplace culture. We believe in fostering an environment where everyone feels valued, respected, and empowered to contribute their best. Our team is passionate about delivering exceptional customer experiences and is committed to living our core values every day.

Why Apply?

If you're a motivated and customer-centric professional looking for a challenging and rewarding role, we encourage you to apply. Even if your background doesn't perfectly align with every qualification listed, we welcome applicants from diverse backgrounds and experiences. Research has shown that women and people of color may be less likely to apply to jobs unless they meet every requirement, and we're committed to combating this bias in our hiring process.

At blithequark, we're dedicated to building a diverse and inclusive workplace where everyone can thrive. We believe that diversity of perspectives and experiences is essential to our success, and we're excited to meet our next team member.

Equal Opportunity Employer

blithequark is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.

Join us in our mission to deliver exceptional online professional education experiences. Apply today to become a part of the blithequark team!