Experienced Customer Experience Champion II – Delivering Exceptional Service and Driving Business Growth through Innovative Solutions and Strategic Customer Engagement

Introduction to blithequark

At blithequark, we empower people to live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-driven individuals who anticipate, lead, and believe that listening is where learning begins. As a leading provider of training, technology, and communications services, we transform the way people connect across the globe. Our diverse network of people is driven by a shared ambition to shape a better future, and we have the ability to learn and grow at the speed of technology.

About the Role

As a Customer Experience Champion II within our Customer Experience (CX) team, you will be responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality in your day-to-day activities. You will handle and resolve customer concerns, educate customers on device-related inquiries, and turn every contact into a sell or save opportunity with a premium experience. Your goal will be to provide an exceptional experience through discovery and targeted recommendations, leveraging customer-specific insights and navigating systems and tools to be self-sufficient.

Key Responsibilities

• Handle and resolve customer concerns, while educating customers with varying complexity levels of device-related inquiries
• Turn every contact into a sell or save opportunity with a premium experience, so customers will want to stay loyal to blithequark
• Embrace the Service Plus mindset by resolving customer concerns and future concerns
• Provide an exceptional experience through discovery and targeted recommendations, while leveraging customer-specific insights
• Navigate systems and use tools and resources to be self-sufficient and effectively provide billing explanations for customers
• Serve as a brand ambassador and advocate for customers newly joined to blithequark, highlighting all that blithequark has to offer through our products and services
• Practice an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees
• Identify plans and services that would suit customer needs to prevent future contacts after issues have been resolved

Work Environment

You will work from home in this remote role, with occasional in-person training and meetings. Your home must be located in Florida, within a reasonable commute to the blithequark hub location. Onsite presence is required for onboarding, training, and periodic center collaboration based on business needs.

Home Office Requirements

• A private and quiet workspace
• Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps
• A dedicated workspace with a desk for the required equipment provided
• The ability to self-manage in a remote work environment, including setup of company-provided computer equipment and ongoing proactive management of your home network and connections

Qualifications

To be eligible for this position, you will need to have:

• A Bachelor's degree or one or more years of customer service experience
• One or more years of sales experience
• Experience resolving complex customer issues, including escalations, billing, and/or handling product Q&A
• A strong sales acumen with a track record of meeting or exceeding revenue goals
• Promote and provide solutions about blithequark products, including phone, home internet, and other services on each call, with the ability to meet and exceed monthly sales targets
• Willingness to work a rotating schedule, including nights, weekends, and holidays, based on the needs of the business

Preferred Qualifications

• A degree in a related field
• Experience with Google's G-Suite and Microsoft Office Suite
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience promoting and upselling products or services

Career Growth and Development

At blithequark, we are committed to helping our employees grow and develop in their careers. You will have access to training and development programs, mentorship, and opportunities to take on new challenges and responsibilities. We believe in promoting from within and providing our employees with the tools and resources they need to succeed.

Company Culture

At blithequark, we celebrate our employees' differences and are committed to creating a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Our company culture is built on the principles of innovation, creativity, and impact, and we are passionate about making a positive difference in the world.

Compensation and Benefits

We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes health insurance, retirement savings, and paid time off, among other things. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and driving business growth, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to helping our employees succeed and grow in their careers, and we offer a range of benefits and perks to support our employees' well-being and success. Don't miss out on this opportunity to join our team and make a positive impact on our customers and our business.