Introduction to blithequark and the Role
At blithequark, we are passionate about creating strong communication pathways between our brand and our customers. As a leader in the industry, we recognize the importance of delivering exceptional customer experiences that drive sales growth, customer satisfaction, and loyalty. Our Support Specialist, Chat role is a remote inbound customer service position that plays a critical part in achieving these goals. If you have a passion for customer service, excellent communication skills, and a proven ability to work in a fast-paced environment, we encourage you to apply for this exciting opportunity.
Position Overview
The Support Specialist, Chat is responsible for responding to inbound sales leads from current and potential customers, providing superior product knowledge and technical assistance to finalize and close sales. This role requires a unique blend of customer service, sales, and technical skills, as well as the ability to work independently in a remote environment. As a customer-facing representative of blithequark, you will be expected to conduct yourself with a polite, clear, and concise demeanor, ensuring that every customer interaction is positive and productive.
Key Responsibilities
- Respond to all inbound sales leads from current and potential customers, providing superior product knowledge and technical assistance to finalize and close sales.
- Proactively make outbound contacts to current and potential customers to identify opportunities to increase sales revenues.
- Meet or exceed all individual and department KPIs and performance goals by uncovering customer needs and offering exceptional sales and service.
- Listen and learn about our products to become a subject matter expert and voice for our brand.
- Effectively manage change related to promotional offerings, new products, technology, processes, and systems.
- Handle inbound live chat sessions from online customers, verifying customer account information and order information.
- Consistently respond to all client questions and comments with correct grammar and punctuation via chat, providing complete and correct information.
- Process online orders, returns, replacements, adjustments, warranties, and installations, tracking deliveries, installation, inventory, pricing, and ensuring all customer needs are met.
- Manage customer issues, ensuring 100% customer satisfaction, including telephone and email follow-up, and maintaining positive relationships with customers post-order.
- Work with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.
Qualifications and Requirements
To be successful in this role, you will need to meet the following minimum job requirements:
- Minimum of 1 year of contact center experience with at least 6 months of chat and sales experience.
- Experience with inbound and outbound product and service sales.
- Demonstrated ability to navigate computer programs, chat applications, and systems that support the initiatives of the contact center.
- High school diploma/GED required, associate's/bachelor's degree or equivalent experience preferred.
- Must have experience in helping customers and providing customer service.
- Must be adaptable and dependable, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
- Clear and concise written and oral communicator with a proven ability to address customer needs through written and oral mediums.
- Demonstrates technical savvy and the ability to learn and navigate computer systems.
- Ability to quickly build and develop open, honest, and friendly rapport with customers to move through and solve customer challenges.
Preferred qualifications include:
- Bilingual - ability to fluently speak and write in Spanish.
- Prior experience in the tire or automotive industry.
- Prior experience working in a remote environment.
Working Hours and Schedule Details
As a Support Specialist, Chat at blithequark, you can expect:
- Closed Thanksgiving Day and Christmas Day.
- Holiday blackout period: November 24th through December 31st.
- Support specialist schedules vary based on business needs.
Working Conditions and Physical Effort
This role requires:
- Ability to sit for long periods of time.
- Talking through the computer for many meetings and one-to-one conversations.
- Continuous viewing of a computer monitor and data entry.
- Travel as necessary (<10%).
What We Offer
At blithequark, we are committed to providing our employees with a comprehensive benefits package, including:
- Competitive hourly rate of $19.50 per hour.
- 401(k) and 401(k) matching.
- Dental insurance.
- Flexible schedule.
- Health insurance.
- On-the-job training.
- Paid time off.
- Referral program.
- Vision insurance.
- Work from home opportunity.
Career Growth Opportunities and Learning Benefits
At blithequark, we are dedicated to helping our employees grow and develop in their careers. As a Support Specialist, Chat, you can expect:
- Ongoing training and development opportunities to enhance your skills and knowledge.
- Opportunities for advancement within the company.
- A collaborative and supportive work environment that encourages open communication and feedback.
- Recognition and rewards for outstanding performance and contributions to the team.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote employee, you can expect:
- A flexible and autonomous work environment that allows you to work independently.
- Regular virtual team meetings and check-ins to stay connected with your colleagues.
- Opportunities to participate in company-wide initiatives and events.
- A culture that values diversity, equity, and inclusion.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for the Support Specialist, Chat role at blithequark. With a competitive benefits package, opportunities for career growth and development, and a positive and inclusive company culture, this is an exciting opportunity to join a dynamic and growing team. Apply today to take the first step in your new career!
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