Experienced Customer Experience Specialist for Remote 2nd & 3rd Shift Operations at blithequark

Transforming Patient Experience through Exceptional Customer Service

At blithequark, a privately held organization, we're committed to delivering the best patient experience possible through our "White Glove" service model. With a decade of consistent growth, having doubled our revenue in the past 10 years, we're dedicated to leveraging cutting-edge technology to support our clients. As we continue to expand, we're seeking an experienced Customer Experience Specialist to join our customer service team on a full-time remote basis across the United States.

About the Role

This pivotal role requires a customer-centric professional who can thrive in a dynamic, fast-paced environment, working rotating 2nd and 3rd shifts. As a Customer Experience Specialist at blithequark, you'll be the face of our organization, ensuring seamless interactions with our customers and driving our mission to deliver exceptional patient experiences.

Key Responsibilities

• Provide professional engagement and follow-up communication via phone, email, and support software with customers and co-workers, embodying a positive, customer-first attitude.
• Manage incoming customer service phone calls and other customer requests, creating service requests and dispatching them accordingly.
• Identify and resolve customer concerns in a professional and timely manner, utilizing web-based system tools such as OMS, Word, and Excel.
• Log all communication in work service requests and interact with vendors, customers, and employees via phone, text, and emails.
• Escalate service calls when needed and attach Field Service Reports to service requests in OMS, ensuring all calls are logged and audited.
• Act as the nighttime contact for drivers, providing scheduling and maintenance support, and handle inbound and outbound calls to 20-30 drivers nightly.
• Proactively monitor on-time pickups and deliveries, escalating problems to proper manager contacts as appropriate.
• Follow HIPPA regulations and effectively communicate pertinent information to daytime contacts within multiple geographical regions.
• Perform other duties as determined by your manager, including ordering and canceling injectable doses and entering helium readings into OMS.

Essential Qualifications

To succeed in this role, you'll need:

• Customer service, call center, or patient scheduling experience, with a strong ability to prioritize and multitask with attention to detail.
• Excellent time management and organizational skills, with the ability to articulate thoughts into clear and concise written and verbal communication.
• Strong written and verbal communication skills, with experience working on computers and using Microsoft Office applications, including Excel.

Preferred Qualifications

While not mandatory, the following qualifications will give you a competitive edge:

• Previous experience in a similar industry or role, with a proven track record of delivering exceptional customer experiences.
• Familiarity with web-based system tools and software, such as OMS.
• Ability to work independently in a remote environment, with a strong self-motivation and discipline.

Skills and Competencies

To excel as a Customer Experience Specialist at blithequark, you'll need:

• Exceptional communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
• Strong problem-solving and analytical skills, with the ability to resolve customer concerns in a timely and professional manner.
• Flexibility and adaptability, with the ability to work rotating shifts, including weekends and holidays, and be available for overtime when needed.
• A customer-centric mindset, with a passion for delivering exceptional experiences and driving customer loyalty.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our employees. As a Customer Experience Specialist, you'll have opportunities to:

• Develop your skills and expertise in customer service and experience delivery.
• Gain exposure to various aspects of our organization, including operations, technology, and customer success.
• Advance your career through internal promotions and professional development opportunities.

Work Environment and Company Culture

As a remote employee at blithequark, you'll enjoy:

• A flexible work environment, with the ability to work from anywhere in the United States.
• A dynamic and supportive team culture, with regular check-ins and feedback.
• Opportunities for professional growth and development, with a focus on continuous learning and improvement.

You'll be required to attend a 2-week training session at our Downers Grove, IL location to get started.

Compensation, Perks, and Benefits

At blithequark, we offer a comprehensive benefits package, including:

• Competitive salaries and travel allowances.
• Health, dental, and vision insurance, with company-paid dental and life insurance.
• 401(k) matching and voluntary short-term and long-term disability options.
• Flex PTO and paid holidays, with a generous wellness program and employee recognition programs.
• Company swag, health club reimbursement, and referral bonus programs.
• Job training and professional development opportunities.

Conclusion

If you're a customer-centric professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Experience Specialist, you'll play a critical role in driving our mission to deliver the best patient experience possible. With a comprehensive benefits package, opportunities for growth and development, and a dynamic team culture, we're confident that you'll thrive in this role. Apply now to join our team and be part of our continued success!