**Senior Customer Service Representative - National Remote**

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a dynamic environment where no two calls are the same? Look no further! blithequark is seeking a Senior Customer Service Representative to join our team of dedicated professionals who are committed to making a meaningful impact on the lives of our customers. As a Senior Customer Service Representative at blithequark, you will have the opportunity to work from the comfort of your own home, enjoying the flexibility to telecommute from anywhere within the U.S. You will be part of a team that is guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Our mission is to help people live healthier lives and make the health system work better for everyone. **About blithequark** blithequark is a global organization that delivers care, aided by technology to help millions of people live healthier lives. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our team is committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **Job Summary** As a Senior Customer Service Representative, you will be responsible for delivering an exceptional experience to our customers, providing support to your team members, and identifying opportunities to exceed customer expectations. You will be the face of blithequark, representing our brand and values in every interaction. Your compassion, empathy, and problem-solving skills will make a real difference in the lives of our customers. **Key Responsibilities** * Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers * Handle escalated calls, resolving more complex customer issues in a one and done manner * Answer incoming phone calls from customers and identify the type of assistance the customer needs * Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems * Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed * Assist customers in navigating blithequark websites and encourage and reassure them to become self-sufficient * Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member * Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues * Provide education and status on previously submitted pre-authorizations or pre-determination requests * Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance **Required Qualifications** * High School Diploma / GED * Must be 18 years of age OR older * Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications * Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material * Ability to work any full-time (40 hours / week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September). It may be necessary, given the business need, to work occasional overtime. **Preferred Qualifications** * 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, OR phone support role **Telecommuting Requirements** * Ability to keep all company sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a blithequark approved high-speed internet connection or leverage an existing high-speed internet service **Soft Skills** * Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product * Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed **Compensation and Benefits** * Hourly range for this position is $16.54 - $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. * Comprehensive benefits package, including medical, dental, and vision insurance * Incentive and recognition programs * Equity stock purchase * 401k contribution (all benefits are subject to eligibility requirements) **Work Environment and Culture** * blithequark is a dynamic and inclusive work environment that values diversity, equity, and inclusion * Our team is passionate about making a meaningful impact on the lives of our customers * We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as incentive and recognition programs * Our culture is guided by our mission to help people live healthier lives and make the health system work better for everyone **Application Instructions** To apply for this position, please visit our website at [insert link]. We are an equal employment opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. **Application Deadline** This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. **Join Our Team** If you are a customer service enthusiast with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Join our team of dedicated professionals who are committed to making a meaningful impact on the lives of our customers. Apply for this job