Experienced Customer Solutions Specialist – Global Customer Experience & Resolution Expert – Remote Opportunity in the US

Introduction to blithequark

blithequark is a leading global organization committed to connecting people and uniting the world through exceptional service and a diverse, inclusive workforce. With a presence in hundreds of locations worldwide, blithequark serves millions of customers, fostering an environment where employees can thrive and contribute to the company mission of uplifting communities. As a specialist in Global Customer Solutions at blithequark, you will be part of a dynamic team dedicated to excellence in customer service and innovation, making a real difference in the lives of our customers.

Job Summary

As a Specialist in Global Customer Solutions at blithequark, you will play a crucial role in ensuring high-profile customer issues are addressed promptly and effectively. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. Your expertise and leadership will be essential in driving customer satisfaction and loyalty, aligning with blithequark's mission to provide exceptional service and unite the world.

Key Responsibilities

• Research and partner with stake-holding departments to address high-profile customer issues, ensuring prompt and effective resolution.
• Ensure proper documentation and representation of cases, including public statements and follow-up actions, maintaining the highest level of professionalism and integrity.
• Conduct root cause analysis and provide suggestions for addressing failures, contributing to continuous improvement and innovation in customer experience.
• Collaborate with external organizations to establish customer experience history for escalated incidents, fostering strong relationships and partnerships.
• Provide leadership updates and executive-level communications on incident handling and resolution, demonstrating strong communication and interpersonal skills.
• Proactively identify opportunities to improve customer resolution processes, driving efficiency and effectiveness in customer service operations.
• Offer subject matter expertise and escalation support to team members and external contact center groups, mentoring and guiding others to achieve excellence in customer service.

Essential Qualifications

To succeed in this role, you will need:

• Minimum two years of operational or contact center experience, with a proven track record of resolving complex customer issues and driving customer satisfaction.
• Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels, including executive-level communications.
• Strong problem-solving ability and decision-making skills, with a focus on analytical thinking and attention to detail.
• Proficiency in email applications and Microsoft Office products, with the ability to learn and adapt to new technologies and systems.
• Legal authorization to work in the United States without sponsorship, with the ability to work in a remote environment with flexible working hours.
• Experience with highly complex cases and customer service escalations, with a proven ability to remain calm and composed under pressure.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Bachelor's degree in English, Journalism, or a related field, with a strong focus on communication, writing, and critical thinking.
• Foreign language proficiency, with the ability to communicate effectively with customers and stakeholders from diverse linguistic and cultural backgrounds.
• Knowledge of blithequark policies, procedures, and initiatives, with a strong understanding of the organization's mission, values, and goals.
• Experience in the airline industry or a related field, with a proven ability to navigate complex operational environments and drive customer satisfaction.

Skills and Competencies

To excel in this role, you will need to demonstrate the following skills and competencies:

• Communication skills: Excellent written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels.
• Problem-solving skills: Strong problem-solving ability and decision-making skills, with a focus on analytical thinking and attention to detail.
• Collaboration and teamwork: Ability to collaborate with various departments and external organizations, fostering strong relationships and partnerships.
• Adaptability and flexibility: Ability to work in a remote environment with flexible working hours, adapting to changing priorities and deadlines.
• Leadership and mentoring: Ability to provide leadership updates and executive-level communications, mentoring and guiding others to achieve excellence in customer service.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, offering a range of career growth opportunities and learning benefits, including:

• Professional development programs and training initiatives, designed to enhance your skills and knowledge in customer service and leadership.
• Mentorship and coaching opportunities, with experienced professionals guiding and supporting your career growth and development.
• Opportunities for advancement and promotion, with a focus on recognizing and rewarding outstanding performance and contributions.
• Access to a range of learning resources and tools, including online courses, workshops, and conferences, designed to support your ongoing learning and development.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment, with a strong focus on diversity, equality, and employee well-being. Our company culture is built on the following values:

• Diversity and inclusion: We celebrate diversity and promote inclusion, fostering an environment where employees can thrive and contribute to the company mission.
• Employee well-being: We prioritize employee well-being, offering a range of benefits and programs designed to support your physical, emotional, and mental health.
• Excellence in customer service: We are committed to excellence in customer service, driving customer satisfaction and loyalty through our actions and decisions.
• Innovation and continuous improvement: We foster a culture of innovation and continuous improvement, encouraging employees to think creatively and develop new solutions to complex problems.

Compensation, Perks, and Benefits

We offer a competitive salary ranging from $57,700 to $87,560, based on experience and skills, as well as a range of perks and benefits, including:

• Bonus eligibility, with opportunities to earn additional income based on performance and contributions.
• Comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance.
• Parental leave and employee assistance program, designed to support your work-life balance and overall well-being.
• Commuter benefits and flight privileges, with opportunities to travel and explore new destinations.
• Paid holidays and time off, with a focus on recognizing and rewarding your hard work and dedication.
• 401(k) plan with employee and company contribution opportunities, designed to support your long-term financial goals and security.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Specialist in Global Customer Solutions, you will play a critical role in driving customer satisfaction and loyalty, while developing your skills and knowledge in a dynamic and inclusive work environment. Join our team today and become part of a global organization committed to excellence in customer service and innovation.