Experienced Bilingual Customer Engagement Representative – Hybrid Role for Delivering Exceptional Customer Experiences in the Powersports Industry

Introduction to blithequark

blithequark is at the forefront of revolutionizing recreational purchases by providing a seamless, end-to-end digital buying experience. By combining cutting-edge technology and innovative risk strategies, we make lifestyle purchases - such as powersports vehicles, RVs, and OPE - fast, easy, and accessible to everyone. Our mission is to connect people with their passions, and we achieve this by inspiring enthusiasts with our editorial brands, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing.

About the Role

We are seeking a highly skilled and experienced Bilingual Customer Engagement Representative to join our team in Irving, Texas. As a key member of our Servicing Center, you will play a crucial role in building a best-in-class servicing organization for our growing portfolio of Powersports loans. This is a hybrid role that offers the perfect blend of remote and in-office work, providing you with the flexibility and autonomy to deliver exceptional customer experiences.

Key Responsibilities

• Handle an average of 80 inbound and outbound calls per day, providing top-notch customer service and support to our valued customers.
• Process phone payments and conduct outbound customer interview calls to ensure seamless communication and resolve any customer concerns.
• Communicate and resolve customer issues via our online chat channel, utilizing your excellent problem-solving skills and strong communication abilities.
• Resolve common customer concerns regarding their powersports loan, providing timely and effective solutions that meet their needs.
• Meet monthly productivity and quality goals, consistently demonstrating your ability to work efficiently and effectively in a fast-paced environment.
• Comply with all federal and state-specific laws that regulate collections and servicing activities, ensuring that our operations are always aligned with regulatory requirements.

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• HS Diploma or GED required, with some college coursework being a plus. Preferably, you will have two years of customer service experience, ideally in auto finance or an installment loan portfolio. Collection experience is also a plus.
• A minimum of 2 years related customer service experience in a fast-paced environment, with a proven track record of delivering exceptional customer experiences.
• Working knowledge of Word and Excel, with the ability to master the use of our web-based system of record (LoanPro) - training will be provided.
• Strong communication skills, both verbally and written, with the ability to communicate effectively with customers via phone and online chat channels. Bi-Lingual English/Spanish is a significant plus.
• Excellent "people" skills, with a strong customer service attitude and the ability to demonstrate problem-solving ability in a fast-paced environment.
• Able to work a flexible schedule, which may include some overtime, nights, weekends, and holidays. You will need to be honest, with a strong work ethic, and unscheduled absences will be rare.

Preferred Qualifications

• Experience working in a call center or customer service environment, with a proven track record of meeting productivity and quality goals.
• Knowledge of the powersports industry, with a passion for delivering exceptional customer experiences to enthusiasts.
• Experience working with web-based systems and software, with the ability to quickly learn and adapt to new technologies.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate effectively with customers via phone and online chat channels.
• Problem-Solving Skills: Strong problem-solving skills, with the ability to resolve customer concerns and issues in a timely and effective manner.
• Customer Service Skills: A strong customer service attitude, with the ability to deliver exceptional customer experiences in a fast-paced environment.
• Technical Skills: Working knowledge of Word and Excel, with the ability to master the use of our web-based system of record (LoanPro).
• Adaptability: Ability to work in a fast-paced environment, with a flexible schedule that may include overtime, nights, weekends, and holidays.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for career growth and development. As a Customer Engagement Representative, you will have access to:

• Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role.
• Ongoing coaching and feedback, to help you continuously improve your performance and achieve your goals.
• Opportunities for advancement, with a clear path for career progression and professional growth.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote-first company, we offer a flexible and autonomous work environment that allows you to work from anywhere. Our company culture is built on the following values:

• Customer Focus: We are passionate about delivering exceptional customer experiences, and we strive to exceed our customers' expectations in everything we do.
• Innovation: We are committed to innovation and continuous improvement, always looking for new and better ways to do things.
• Collaboration: We believe in the power of collaboration and teamwork, working together to achieve our goals and deliver exceptional results.
• Diversity and Inclusion: We are committed to diversity and inclusion, fostering a work environment that is welcoming and inclusive to all employees.

Compensation, Perks, and Benefits

At blithequark, we offer a comprehensive compensation and benefits package, designed to attract and retain top talent. As a Customer Engagement Representative, you will be eligible for:

• Robust Health Care Plans (Medical, Dental & Vision)
• Up to 20 Days PTO (Accrued)
• Generous Parental Leave
• Retirement Plan (401k with Company Match)
• Educational Assistance/Tuition Reimbursement up to $3K/year
• Powersports Safety Benefit
• Gympass Wellness Benefit

Conclusion

If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Engagement Representative at blithequark, you will have the chance to work with a talented team of professionals, develop your skills and knowledge, and contribute to the success of our company. Don't miss out on this opportunity to join a dynamic and growing company - apply today!