Experienced Remote Customer Service Representative - Utah - Join blithequark's Dynamic Team

Unlock Your Potential as a Customer Advocate at blithequark

blithequark is a fast-growing, nationally recognized direct-to-consumer brand that's revolutionizing the way people prepare for the unexpected. With a focus on high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness, we're on a mission to empower our customers to live their best lives. As a driven, detail-oriented Customer Advocate, you'll be the face of our company, providing top-notch support to our customers and driving business growth through exceptional customer satisfaction.

About blithequark and the Industry

At blithequark, we're passionate about delivering innovative solutions that make a real difference in people's lives. Our products are designed to help our customers stay safe, healthy, and connected, no matter what life throws their way. As a Customer Advocate, you'll be at the forefront of our customer service efforts, working closely with our teams to resolve issues, answer questions, and provide personalized support to our customers. With a strong focus on data-driven decision-making and a culture that empowers great people to do their best work, we're creating a work environment that's both challenging and rewarding.

The Customer Advocate's Mission

As a Customer Advocate at blithequark, your mission will be to treat our customers with the same respect, dignity, and care that you would want for yourself. You'll be responsible for maintaining customer satisfaction through inbound and outbound phone calls, email support tickets, chats, forums, and other avenues of communication. Your goal will be to create an effortless experience for our customers, from the moment they hit the "Order" button to the moment they receive their products.

Primary Responsibilities and Essential Job Functions

• Answer inbound customer calls in a friendly manner, using active listening skills to resolve issues and address concerns.
• Respond to inbound digital communication from customers, handling each interaction with care and attention to detail.
• Use upselling techniques to promote our products and services, while maintaining a customer-centric approach.
• Interpret digital communication to understand customer issues fully, and take ownership of resolving problems in a timely and effective manner.
• Maintain detailed notes in our system for each customer interaction, ensuring a seamless experience for future interactions.
• Stay up-to-date on our products, services, and promotions, using this knowledge to inform your interactions with customers.
• Follow our Quality Assurance standards at all times, meeting or exceeding KPI targets and contributing to a culture of excellence.
• Place outbound calls as needed to answer voicemails, support tickets, or as directed by management.
• Prevent cancellations or returns where possible, using your knowledge and expertise to identify opportunities to retain customers.
• Understand when to forward escalated issues to management, ensuring that complex problems are addressed promptly and effectively.
• Create and revise SOPs as needed, working closely with management to ensure that our processes are efficient and effective.
• Identify trends and patterns in customer feedback, reporting these insights to management to inform business decisions.
• Handle special projects and tasks as delegated by management, demonstrating your flexibility and willingness to adapt to changing priorities.

Company Core Values

At blithequark, we're guided by a set of core values that shape our culture and inform our decision-making. As a Customer Advocate, you'll be expected to embody these values, including:

• Get the important stuff done: We're looking for individuals who can prioritize tasks, manage their time effectively, and drive business value in the right ways.
• Actively and eagerly seek to learn, improve, and grow: We value intellectual curiosity and a questioning mindset, and we're committed to providing opportunities for professional development and growth.
• Ask questions and use data to make decisions: We're a data-driven organization, and we expect our Customer Advocates to be able to analyze information, derive insights, and make informed decisions.
• "We" not "I": We believe in the power of teamwork and collaboration, and we're looking for individuals who can work effectively with others to achieve common goals.
• See the glass half full: We're looking for individuals who are optimistic, enthusiastic, and passionate about their work, and who can bring a positive energy to our team.

What We Offer

At blithequark, we're committed to providing a comprehensive benefits package that supports our employees' well-being and success. As a Customer Advocate, you'll enjoy:

• 100% remote work arrangement, with the flexibility to balance work and home life.
• Competitive pay and bonus program, tied to performance and business outcomes.
• Company-paid medical coverage, vision, and dental coverage.
• 401K with company match, to help you plan for your future.
• Generous PTO policy, to support your work-life balance.
• Paid maternity/parental leave, to support your growing family.
• Employee referral bonus, to recognize your contributions to our team.
• Student loan repayment program, to help you achieve your financial goals.
• Volunteer time off, to give back to your community.
• Professional development fund, to support your ongoing learning and growth.

Requirements and Qualifications

To succeed as a Customer Advocate at blithequark, you'll need:

• High school graduate or GED.
• 2+ years of contact center experience in a call center-related field, including customer service.
• Strong communication and interpersonal skills, with the ability to work effectively with customers and colleagues.
• Active listening skills, with the ability to interpret digital communication and understand customer issues.
• Strong computer skills, with the ability to work with multiple systems and software applications.
• Ability to achieve daily KPIs for phone, email, and chat, and to meet or exceed Quality Assurance standards.
• A mindset that's open and ready to embrace change, with a willingness to learn and adapt to new processes and technologies.
• Coachable, with a commitment to ongoing learning and improvement.

Other Qualifications

• Reliable computer, webcam, and USB headset (wireless headsets not allowed) for training weeks.
• Stable and secure internet connection.
• Quiet, distraction-free work environment, with minimal background noise and interruptions.
• Ability to pass a background check and credit check.

Skills and Abilities

As a Customer Advocate at blithequark, you'll need to be able to:

• Work independently and collaboratively within a dynamic multi-department environment.
• Organize and manage multiple priorities simultaneously, with a focus on achieving common goals.
• Take ownership and be self-motivated, with a commitment to finding solutions to problems.
• Be data-driven and results-oriented, with a focus on achieving business outcomes.
• Learn quickly and adapt to changing priorities and technologies.
• Communicate effectively in writing and in person, with strong analytical and problem-solving skills.

Physical and Mental Demands

The physical demands of this role include:

• Sitting for extended periods (up to 8 hours) with regular breaks.
• Repetitive motion of hands for extended use of a computer.
• Close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment and Travel Requirements

As a remote Customer Advocate, you'll work from a home office or other designated workspace, with minimal travel requirements. Our ideal candidate is located in the state of Utah and is comfortable working in a Central Standard Time zone.

Join Our Team!

If you're a driven, detail-oriented Customer Advocate with a passion for delivering exceptional customer service, we want to hear from you! At blithequark, we're committed to creating a culture that's inclusive, supportive, and empowering. We believe in treating our customers with respect and dignity, and we're looking for team members who share this commitment.

Apply now to join our dynamic team and start your journey as a Customer Advocate at blithequark!