Remote Customer Service Representative Team Lead - Leading Customer Experience and Team Success at blithequark

Join blithequark on a Mission to Protect Health and Well-being

At blithequark, we're driven by a purpose that goes beyond just delivering services - we're committed to protecting people and brands, promoting health and well-being, and safeguarding the environment. As a leader in compliance-based solutions, we've grown from a small start-up into a global entity serving healthcare organizations and commercial businesses of all sizes. Our journey is built on a foundation of innovation, integrity, and a relentless pursuit of excellence.

About the Role: Remote Customer Service Representative Team Lead

We're seeking an experienced and dynamic professional to join our team as a Remote Customer Service Representative Team Lead. This pivotal role will be instrumental in assisting our Customer Service Supervisory and Management team in managing and overseeing our call center operations, ensuring we meet our department standards and customer satisfaction goals. As a Team Lead, you will be responsible for coaching and mentoring customer service representatives, contributing to the success of our call center, and fostering strong working relationships with support units to optimize customer satisfaction.

Key Responsibilities:

• Provides real-time support and monitoring of the team's performance in handling customer inquiries in a timely and efficient manner, ensuring all SLA's are met through our automated ACD system, mail, or email.
• Assists in the follow-up and completion of all pending requests on SFDC, ensuring timely responses to customer inquiries and maintaining high standards of service.
• Handles customer inquiries, using sound judgment and initiative to satisfy both internal and external customer requirements, and positions blithequark products and services when interacting with customers.
• Provides feedback to management on ways to enhance efficiencies and effectiveness in servicing customer needs, making recommendations for process and procedure improvements.
• Contributes to the productivity of the call queue when required and provides leadership and training to associates in a professional and positive manner to promote corporate goals and achieve department objectives.
• Monitors the quality of back office paperwork and works with customer service representatives in a coaching and mentoring capacity on process or job-related requests, providing performance feedback to supervisors as needed.
• Performs other duties and responsibilities as assigned, demonstrating flexibility and a commitment to team success.

Essential Qualifications and Skills:

To excel in this role, you will need:

• An Associate's degree or equivalent in Business or a related field, or equivalent work experience demonstrating a good understanding of regulatory compliance issues.
• Three or more years of experience in a customer service, customer retention, or sales environment, showcasing your ability to satisfy customer requirements with sound judgment and initiative.
• A high level of proficiency in blithequark business systems, including Windows Suites, Microsoft Word & Excel, Outlook, Steriworks, Manifest Archive, MyStericyce.com, Roadnet, and SFDC, with a typing speed of at least 40 w.p.m.
• Excellent leadership, coaching, and mentoring skills, with the ability to promote corporate goals and achieve department objectives.
• Strong analytical and problem-solving skills, with the ability to make recommendations for process improvements.

Preferred Qualifications:

• Experience in a team lead or supervisory role within a call center environment.
• Knowledge of customer service metrics and benchmarks.
• Familiarity with CRM systems and sales force automation tools.

What We Offer:

At blithequark, we're committed to the well-being and success of our employees. We offer a comprehensive benefits package that includes:

• A health care program with medical, dental, vision, and prescription coverage.
• Healthcare and dependent care flexible spending accounts.
• Life and accidental death and dismemberment insurance.
• An employee assistance program.
• Tuition reimbursement.
• Paid vacation and sick time.
• A 401(k) plan.
• An employee stock purchase plan.

Our Culture and Work Environment:

At blithequark, we pride ourselves on fostering a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. We're an equal opportunity employer committed to attracting and retaining a diverse workforce, valuing unique perspectives and identities. Our work environment is designed to promote innovation, collaboration, and growth, providing our employees with the opportunity to make a meaningful impact.

Career Growth and Development:

Joining blithequark is not just about taking on a new role; it's about embarking on a career journey with a company that invests in its people. We offer opportunities for professional growth and development, including training programs, mentorship, and the chance to take on new challenges. As a Remote Customer Service Representative Team Lead, you'll have the opportunity to develop your leadership skills, enhance your knowledge of customer service operations, and contribute to the success of our organization.

Why Join blithequark?

If you're passionate about delivering exceptional customer experiences, leading teams to success, and working in a dynamic and supportive environment, we want to hear from you. At blithequark, we're not just looking for employees; we're looking for individuals who share our commitment to protecting health and well-being and are eager to be part of a team that makes a difference.

Apply now to join our team as a Remote Customer Service Representative Team Lead and be part of a company that's shaping the future of compliance-based solutions.