Experienced Customer Support Specialist – Remote Customer Service Representative for Leading Legal Services Provider

Welcome to blithequark

At blithequark, we pride ourselves on being the national leader in filing service of legal documents, with a rich history spanning over 30 years. Our commitment to innovation and excellence has enabled us to stay ahead of the competition, and we continue to advance our technology and business processes to meet the evolving needs of our clients. With a team of 350 talented individuals and offices in major cities across the country, including Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and more, we are now seeking a skilled and dedicated Customer Support Specialist to join our team in a 100% remote capacity, located anywhere in Puerto Rico.

About the Role

As a Customer Support Specialist at blithequark, you will play a vital role in addressing and resolving customer questions and issues, providing exceptional customer experiences, and ensuring seamless communication with our clients. This dynamic role requires a unique blend of technical skills, problem-solving abilities, and interpersonal expertise, as you will be working closely with various teams to ensure timely completion of tasks and orders. If you are a customer-focused individual with a passion for delivering outstanding support, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders, in a timely and professional manner
• Manage high-volume phone calls to assist customers with existing orders, provide guidance on placing new orders online, and address any concerns or queries they may have
• Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders, and process servers in the field, ensuring prompt resolution and follow-up
• Document issues in Confluence, maintaining accurate records and facilitating knowledge sharing across the team
• Visit court dockets for information on case filing and occasionally pull filed papers, demonstrating attention to detail and ability to work with legal documents
• Perform other job-related duties as assigned, showcasing flexibility and adaptability in a fast-paced environment

Qualifications and Requirements

To be successful in this role, you will need to possess a combination of technical, communication, and problem-solving skills. The essential qualifications include:

• High school diploma or GED required; 1-3 years of customer support or call center experience assisting customers over the phone, with a proven track record of delivering exceptional customer service
• Technology-driven, with experience using computer programs such as Microsoft Outlook, Excel, and Word, PDF Editor, and phone systems, demonstrating proficiency in navigating various software applications
• Document manipulation experience, with the ability to read, write, and speak English, and transcribe information accurately
• Ability to perform repetitive tasks with accuracy, maintain a high level of work product in often stressful situations, and anticipate issues to circumvent them
• Typing speed of at least 55 wpm, with excellent communication and interpersonal skills, and the ability to work effectively in a remote setting

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Previous experience working in a legal services or related industry, with knowledge of legal terminology and procedures
• Familiarity with Confluence or similar documentation tools, and experience with phone systems and software applications
• Bi-lingual or multi-lingual skills, with the ability to communicate effectively with diverse client base
• Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing priorities and deadlines

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies, including:

• Customer-focused mindset, with a passion for delivering exceptional customer experiences and resolving issues promptly
• Technical skills, with proficiency in using computer programs, phone systems, and software applications
• Communication and interpersonal skills, with the ability to work effectively with clients, internal teams, and process servers
• Problem-solving and analytical skills, with the ability to investigate issues, implement solutions, and anticipate potential problems
• Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement, training, and professional development. As a Customer Support Specialist, you will have access to:

• Comprehensive training programs, designed to enhance your technical, communication, and problem-solving skills
• Ongoing coaching and feedback, to support your growth and development in the role
• Opportunities for career advancement, with potential for promotion to senior roles or specialized positions
• A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture, with a strong focus on teamwork, collaboration, and employee well-being. As a remote employee, you will be part of a distributed team, with opportunities to connect with colleagues and participate in virtual events and activities. Our company culture is built on the following values:

• Customer-centricity, with a focus on delivering exceptional customer experiences and building long-term relationships
• Innovation and excellence, with a commitment to staying ahead of the curve and continuously improving our processes and services
• Teamwork and collaboration, with a strong emphasis on communication, mutual respect, and support
• Employee growth and development, with opportunities for training, coaching, and career advancement

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• Health, Dental, Vision insurance, with access to comprehensive health and wellness programs
• 401(k), with employer matching contributions, to support your long-term financial goals
• Disability insurance, with protection against unexpected events and income loss
• Employee assistance program, with access to counseling, coaching, and support services
• Paid time off, with generous vacation and sick leave policies, to support your work-life balance
• Referral program, with incentives for referring talented candidates to join our team
• Pay: $12.00 per hour, with opportunities for performance-based bonuses and salary increases

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional support and resolving issues promptly, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will be part of a dynamic and supportive team, with opportunities for career growth, professional development, and competitive compensation. Join our team today and take the first step towards a rewarding and challenging career in customer support!