Experienced Customer Support Associate - Work from Home at blithequark

Join blithequark's Considerate Companion Group as a Customer Support Associate

At blithequark, we're committed to supporting the mental well-being of our members and their families by providing top-notch customer support. As a Customer Support Associate, you'll be the frontline representative of our Considerate Companion group, ensuring that our members receive the right help for their unique mental health needs. We're looking for high-performing individuals to join our team and make a meaningful difference in the lives of our members.

About blithequark and the Industry

blithequark operates in the private industry, focusing on delivering exceptional customer experiences and supporting the mental well-being of its members. As a leader in the industry, we're dedicated to providing innovative solutions and services that cater to the evolving needs of our members. Our Considerate Companion group is at the forefront of this mission, and we're seeking talented individuals to join our team as Customer Support Associates.

Job Outline and Responsibilities

As a Customer Support Associate at blithequark, you'll be responsible for handling inbound calls from members and client leadership in a high-volume, fast-paced call center environment. Your key responsibilities will include:

• Executing daily practice and non-routine business support tasks, including administrative support, follow-up calls, and other obligations as assigned for the Considerate Companion Program.
• Following regional conventions, guidelines, and policies to provide effective and timely support.
• Maintaining accurate and comprehensive internal documentation of required data in each relevant system.
• Ensuring compliance with policies and regulatory guidelines.
• Taking initiative to implement methods, processes, and responsibilities.
• Meeting performance metrics, including quality, call handling time, and customer satisfaction expectations.
• Performing multiple tasks simultaneously, often while speaking with members.
• Utilizing intranet and other tools to aid in call handling, often in real-time.
• Using chat/IM during breaks between calls for support.
• Reading emails to stay up-to-date on important policy support information, process changes, and office updates.

Part Backing and Member Support

As a Customer Support Associate, you'll be responsible for safeguarding the confidentiality of member data and adhering to enterprise policies. You'll determine the purpose of calls by actively listening and interacting with guests, handling emergencies in a professional and timely manner, and taking full ownership of member connections. Your responsibilities will also include:

• Providing a high-quality, customized experience based on client preference and individualized needs.
• Assessing for social determinants/needs; researching and articulately communicating information regarding relevant services and resources.
• Utilizing screening tools to identify where urgent clinical intervention is required, and transferring calls accordingly, including individuals in emergency and at-risk situations.
• Addressing inquiries and resolving issues as a "single point of contact" based on calls, digital and written correspondence.
• Resolving complex issues with and without management intervention.
• Communicating effectively with all internal stakeholders.

Required Capabilities and Qualifications

To be successful as a Customer Support Associate at blithequark, you'll need:

• A minimum of 4 years of client service and call center experience.
• 4 years of experience in a social, mental, or human service field providing client support.
• Essential PC knowledge, including proficiency in Microsoft Office Suite, Word, Excel, Teams, and other relevant software.
• A Bachelor's degree from an accredited institution.

Work Environment and Requirements

As a remote Customer Support Associate, you'll need to ensure that your workspace meets the following requirements:

• A dedicated workspace, free from distractions, in a room with a door that closes, to maintain member confidentiality.
• No provision of subordinate care to others during work hours.
• Sitting in front of a PC with dual screens and a headset on.
• A reliable and strong internet connection, with a minimum download speed of 400mbps and upload speed between 10-20mbps.
• A broadband or fiber connection, with a 4-port modem setup by your internet service provider.

Preferred Qualifications and Experience

While not required, the following qualifications and experience are highly preferred:

• 4 years of experience in Social Wellbeing or a related field.
• A four-year certification or equivalent experience.
• Call center experience.

What We Offer

At blithequark, we offer a competitive salary range of $35-$40 per hour, as well as a comprehensive benefits package that includes opportunities for career growth and professional development. As a remote Customer Support Associate, you'll enjoy the flexibility of working from home, with the ability to work from anywhere in the U.S. Our call center operates 24/7, and some evening work may be required.

Career Growth and Learning Benefits

As a Customer Support Associate at blithequark, you'll have opportunities to develop your skills and advance your career. Our comprehensive training program will equip you with the knowledge and tools needed to succeed in your role, and our ongoing support and coaching will help you grow professionally.

Join Our Team

If you're a motivated and compassionate individual with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support Associate, you'll be part of a dynamic team dedicated to supporting the mental well-being of our members and their families. Apply now to join our Considerate Companion group and start making a meaningful difference in the lives of our members.