Experienced Customer Experience Specialist for Rotating 2nd and 3rd Shift - Delivering Exceptional Patient Experiences in a Dynamic Remote Environment

Welcome to blithequark

blithequark is a privately held organization that has been committed to growing organically, doubling our revenue in the past 10 years. We pride ourselves on our "White Glove" service model, delivering the best patient experience possible through our cutting-edge technology and dedicated team. As a leader in our industry, we are passionate about providing exceptional service and support to our clients, and we are now seeking a talented Customer Experience Specialist to join our remote customer service team.

About the Role

We are looking for a highly skilled and experienced Customer Experience Specialist to work on a rotating 2nd and 3rd shift schedule. As a key member of our team, you will be responsible for delivering exceptional customer experiences, resolving customer concerns, and providing top-notch support to our clients. This is a remote opportunity, with a required 2-week training period at our Downers Grove, IL location. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply.

Work Schedule

The successful candidate will be required to work a rotating 2nd and 3rd shift schedule, with flexibility to work overtime as needed. The schedule will include:

• 1st and 3rd week:
  • Saturday: 10:30pm - 7:00am
  • Sunday: off
  • Monday: off
  • Tuesday: 10:30am - 11:00pm (12 hours)
  • Wednesday: 10:30pm - 7:00am
  • Thursday: off
  • Friday: 10:30am - 11:00pm (12 hours)
• 2nd and 4th week:
  • Saturday: 2:30pm - 11:00pm
  • Sunday: 2:30pm - 11:00pm
  • Monday: off
  • Tuesday: 10:30pm - 7:00am
  • Wednesday: off
  • Thursday: 2:30pm - 11:00pm
  • Friday: 10:30pm - 7:00am

Ideal Candidate

The ideal candidate will possess:

• Customer service experience, preferably in a call center or scheduling environment
• Strong ability to prioritize and multitask with attention to detail
• Excellent time management, organization, and focus skills
• Ability to articulate thoughts into clear and concise written and verbal communication
• Strong written and verbal communication skills
• Experience working on computers, using Excel, and other Microsoft Office applications

Essential Functions

The successful candidate will be responsible for:

• Professional engagement and follow-up communication with customers and coworkers via phone, email, and support software
• Exhibiting a positive, can-do attitude with a customer-first approach
• Consistently performing all steps of the Customer Experience Initiative
• Managing incoming customer service phone calls and other customer requests
• Creating service requests and dispatching accordingly
• Identifying and resolving customer concerns in a professional and timely manner
• Using web-based system tools such as OMS, Word, and Excel on a daily basis
• Logging all communication in work service requests
• Interacting with vendors, customers, and employees via phone, text, and email
• Escalating service calls when needed
• Attaching Field Service Reports to service requests in OMS and auditing reports from vendors
• Following through on the resolution of any customer needs
• Acting as nighttime contact for drivers, providing scheduling and maintenance support
• Handling inbound and outbound calls to 20-30 drivers nightly and proactively monitoring on-time pickups and deliveries
• Escalating problems to proper manager contacts as appropriate
• Following HIPAA regulations as they pertain to communication
• Effectively communicating pertinent information to daytime contacts within multiple geographical regions and handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Qualifications

The successful candidate will have:

• Customer service experience, preferably in a call center or scheduling environment
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and ability to maintain accuracy in a high-volume environment
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook

Preferred Qualifications

Preferred qualifications include:

• Experience working in a healthcare or medical environment
• Knowledge of HIPAA regulations and guidelines
• Experience with customer relationship management (CRM) software
• Biilingual or multilingual skills

Skills and Competencies

The successful candidate will possess the following skills and competencies:

• Communication skills: ability to communicate effectively with customers, coworkers, and vendors via phone, email, and in-person
• Problem-solving skills: ability to analyze problems and develop effective solutions
• Time management skills: ability to prioritize tasks and manage time effectively in a fast-paced environment
• Attention to detail: ability to maintain accuracy and attention to detail in a high-volume environment
• Teamwork skills: ability to work effectively as part of a team and build strong relationships with coworkers and customers

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our employees. We offer a range of training and development opportunities, including:

• On-the-job training and mentorship
• Formal training programs and workshops
• Opportunities for advancement and career growth
• Professional development and certification programs

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. We offer a range of benefits and perks, including:

• Competitive salaries and bonuses
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching and retirement savings plan
• Flexible paid time off and holidays
• Opportunities for professional development and growth
• Recognition and reward programs
• Fun and inclusive company culture

Compensation and Benefits

We offer a competitive compensation and benefits package, including:

• Salary range: $45,000 - $60,000 per year, depending on experience
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching and retirement savings plan
• Flexible paid time off and holidays
• Opportunities for professional development and growth
• Recognition and reward programs

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to providing exceptional service and support to our clients, and we are looking for talented and dedicated individuals to join our team. Apply today and take the first step towards a rewarding and challenging career with blithequark!