Experienced Customer Service Loyalty Champion II – Remote Role for Exceptional Customer Experience and Retention

Introduction to blithequark

At blithequark, we empower how people live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-makers who anticipate, lead, and believe that listening is where learning begins. Our team is built on the principles of trust, community, and growth, and we are looking for like-minded individuals to join our mission. As a leader in our industry, we drive innovation, creativity, and impact, and we invite you to be a part of our journey.

Job Overview

As a Customer Service Loyalty Champion II at blithequark, you will be responsible for resolving customer needs, preventing churn, and emphasizing proactive measures in your day-to-day activities. You will be the face of our brand, providing exceptional customer experiences, and turning every contact into a sale or save opportunity. If you are passionate about delivering outstanding customer service, growing business, and making a real impact, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Handling and resolving escalated customer concerns with varying levels of complexity, ensuring timely and effective solutions.
• Embracing the Service Plus mindset by resolving customer concerns and future concerns, providing a premium experience that exceeds customer expectations.
• Growing the business by completing full end-to-end account analysis, identifying opportunities, and executing targeted loyalty and retention strategies for high-value and at-risk customers.
• Providing an exceptional customer experience by listening for signs of churn, leveraging historical reports, and navigating systems to utilize available tools and resources effectively.
• Serving as a brand ambassador and advocate for customers, highlighting blithequark's products and services, and applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.
• Identifying plans, products, and services that suit customer needs, preventing future contacts, and ensuring long-term customer loyalty.

Work Environment

This is a remote role, with occasional in-person training and meetings. You will work from the comfort of your own home, with the flexibility to manage your schedule and workload. However, you must be within a reasonable commute to our hub location in Florida, as occasional onsite presence is required for onboarding, training, and periodic center collaboration.

Requirements

To be eligible for this position, you must have:

• A Bachelor's Degree or one or more years of customer service experience.
• One or more years of sales experience, with a strong sales acumen and a track record of meeting or exceeding revenue and retention goals.
• Experience resolving complex customer issues, including escalations, billing, and product Q&A.
• A willingness to work a rotating schedule, including nights, weekends, and holidays, based on business needs.
• A private workspace, minimum internet speed, and a desk for the required equipment provided, meeting all home office requirements.

Preferred Qualifications

While not required, the following qualifications are desirable:

• A degree in a related field, such as business, marketing, or communications.
• Experience troubleshooting customer products and services, with a working knowledge of our network and the ability to position network solutions.
• Experience promoting and upselling products or services, with a proven track record of success.
• One or more years of retention experience, with a deep understanding of customer needs and behaviors.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Loyalty Champion II, you will have access to training and development programs, designed to enhance your skills and knowledge. You will also have opportunities to advance your career, taking on new challenges and responsibilities as you grow with our company.

Skills and Competencies

To succeed in this role, you will need:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Strong problem-solving and analytical skills, with the ability to resolve complex customer issues effectively.
• A customer-centric approach, with a passion for delivering exceptional customer experiences.
• Business acumen, with the ability to make informed decisions that balance customer satisfaction with cost-effectiveness.
• Adaptability and flexibility, with the ability to work in a fast-paced, dynamic environment.

Company Culture and Benefits

At blithequark, we pride ourselves on our collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We offer a range of benefits, including:

• Competitive compensation and bonus structure.
• Comprehensive health and wellness programs.
• Opportunities for career growth and development.
• A dynamic, supportive work environment.
• Recognition and reward programs, celebrating employee achievements and contributions.

Conclusion

If you are a motivated, customer-focused individual, looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Service Loyalty Champion II at blithequark, you will be part of a dynamic team, dedicated to delivering exceptional customer experiences and driving business growth. Join us on our mission to empower how people live, work, and play, and take the first step towards a fulfilling and successful career.