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!
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