Experienced Online Chat Support Representative – Customer Service and Technical Issue Resolution Expert

Welcome to blithequark

blithequark is a leading full-service development and property management company, renowned for its exceptional management of tax credit and HUD properties, both within its own portfolio and for third-party owners. Our commitment to delivering outstanding customer experiences has earned us a reputation as a trusted and reliable partner in the industry. As we continue to grow and expand our services, we are seeking enthusiastic and dedicated individuals to join our team as Online Chat Support Representatives.

Job Overview

In this critical role, you will be at the forefront of our customer support operations, handling inquiries via email, chat, and direct messaging. Your primary objective will be to resolve customer issues, provide effective solutions, and maintain our standard of exceptional service. As an Online Chat Support Representative, you will be the face of blithequark, interacting with customers, addressing their concerns, and ensuring that their experiences with our company are positive and memorable.

Key Responsibilities

• Express genuine empathy and concern for customers' issues, addressing them as if they were your own, and providing personalized support and solutions.
• Answer, evaluate, and prioritize requests from customers having questions or experiencing problems with services or products, ensuring timely and effective resolutions.
• Identify high-risk customer situations and escalate them appropriately without hesitation, ensuring that critical issues are addressed promptly and efficiently.
• Manage multiple chats simultaneously, maintaining a high level of productivity and efficiency while ensuring that each customer receives exceptional support and attention.
• Accurately document all required information and chat details in the ticketing system, ensuring that customer interactions are properly recorded and tracked.
• Respond to and resolve open issues in an appropriate time frame, ensuring that customers receive timely and effective solutions to their problems.
• Identify trends related to systems, platforms, and/or customers, and escalate them appropriately to management, contributing to the continuous improvement of our services and operations.
• Multitask using multiple systems, skillfully changing from one task to another without loss of efficiency or composure, and maintaining a high level of productivity and focus.
• Maintain punctuality and attendance at all scheduled times, ensuring that customers receive consistent and reliable support and service.

Requirements and Qualifications

To be successful in this role, you will need to possess a combination of skills, knowledge, and personal qualities that enable you to deliver exceptional customer support and service. The following are the essential and preferred qualifications for this position:

• Ability to type 30 wpm with 90% accuracy or above consistently, ensuring that customer interactions are handled efficiently and effectively.
• Strong messaging communication skills, active listening abilities, and a great understanding of text and chat acronyms, enabling you to communicate effectively with customers and provide personalized support.
• Ability to work independently, utilizing resources to resolve customer issues, and making sound judgments and decisions in a fast-paced and dynamic environment.
• Excellent grammar and knowledge of when to use informal language, ensuring that customer interactions are professional, friendly, and engaging.
• Previous work-from-home experience is preferred, as you will be working remotely and will need to be self-motivated, disciplined, and able to manage your time effectively.
• Understanding of contact center support metrics and the ability to implement actions for improvement, contributing to the continuous enhancement of our services and operations.
• High School Diploma or equivalent is required, and post-secondary education or relevant experience in customer service or a related field is an asset.

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies that enable you to deliver exceptional customer support and service. The following are some of the key skills and competencies required for this position:

• Strong written and verbal communication skills, with the ability to communicate effectively with customers, colleagues, and management.
• Active listening and problem-solving skills, with the ability to analyze customer issues, identify solutions, and implement effective resolutions.
• Ability to work in a fast-paced and dynamic environment, with multiple priorities and deadlines, and maintain a high level of productivity and focus.
• Strong technical skills, with the ability to use multiple systems, software, and tools, and adapt to new technologies and processes.
• Ability to work independently, with minimal supervision, and make sound judgments and decisions in a remote work environment.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees, and we offer a range of opportunities for career advancement and professional development. As an Online Chat Support Representative, you will have access to:

• Comprehensive training and onboarding programs, designed to equip you with the skills and knowledge needed to succeed in your role.
• Ongoing coaching and mentoring, to help you develop your skills and competencies, and achieve your career goals.
• Opportunities for career advancement, with potential for promotion to senior roles or specialized positions within the company.
• Access to a range of training and development programs, including workshops, webinars, and online courses, to help you enhance your skills and knowledge.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment, and our commitment to creating a culture that is inclusive, diverse, and respectful. As an Online Chat Support Representative, you will be working remotely, and will need to be self-motivated, disciplined, and able to manage your time effectively. You will also have access to a range of benefits and perks, including:

• Full benefits, including health, dental, and vision insurance, and a range of other benefits designed to support your well-being and quality of life.
• 100% remote work, with flexible scheduling options, and the ability to work from home or a remote location.
• Weekly pay and performance-based monthly bonuses, to recognize and reward your hard work and contributions to the company.
• A range of perks and benefits, including access to discounts, promotions, and special offers, and a range of other benefits designed to support your well-being and quality of life.

Conclusion

If you are a motivated and enthusiastic individual, with a passion for delivering exceptional customer support and service, we encourage you to apply for this exciting opportunity to join our team as an Online Chat Support Representative. At blithequark, we are committed to creating a positive and supportive work environment, and to providing our employees with the opportunities, resources, and support they need to succeed. Apply now, and take the first step towards a rewarding and challenging career with a leading company in the industry.