Introduction to blithequark
At blithequark, we pride ourselves on delivering top-notch service to our customers, and we're committed to making our company an employer of choice and "a great place to work!" As a leader in our industry, we focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. Our mission is to provide personalized attention to our associates, and we continuously strive to make blithequark a place where everyone can thrive.
Job Overview
We're seeking an experienced Customer Care Coordinator to join our team at blithequark. As a Customer Care Coordinator, you will be responsible for receiving inbound and making outbound calls to resolve customer concerns in a timely and professional manner. You will also coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service. If you're passionate about delivering exceptional customer experiences and have a strong background in customer service, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Receive inbound and make outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner, and may deviate from routine procedures to diagnose the root cause of more complex customer issues.
- Coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
- Prioritize open, overdue, and/or critical customer follow-up requests or customer concerns and escalate to management as needed.
- Review and respond to customer feedback collected through external sources, compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to the management team.
- Make contact with cancel request customers to retain business, probe to identify the root cause, and use approved customer save offers (e.g., discounts, service calls) to retain customers.
- Complete special projects to support branch operations and efficiency as needed.
- Enter and maintain customer data (e.g., contact information, service plan, billing information) into the customer database accurately and in a timely manner.
- Research the customer database for account and service history and information to resolve customer concerns.
- Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
- Assess customer needs for additional services and up-sell as appropriate.
- Identify and communicate improvement opportunities or trends impacting the customer experience to management.
- Receive customers and vendors at the assigned branch as needed.
Essential Qualifications
To be successful in this role, you'll need:
- A high school diploma/GED required, with an Associate's degree preferred.
- 2-3 years of customer service experience, with experience resolving escalated customer service issues required.
- Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Ability to speak, read, and write fluently in English.
- You MUST BE physically located in the United States while performing this job.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in a similar customer-facing role, with a proven track record of delivering exceptional customer service.
- Experience working in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
Skills and Competencies
To excel in this role, you'll need to possess the following skills and competencies:
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
- Strong problem-solving and analytical skills, with the ability to diagnose the root cause of complex customer issues.
- Ability to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Strong attention to detail, with the ability to accurately enter and maintain customer data.
- Ability to work independently, with minimal supervision, and as part of a team.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping our associates grow and develop in their careers. As a Customer Care Coordinator, you'll have access to a range of training and development opportunities, including:
- Comprehensive training program, designed to equip you with the skills and knowledge needed to succeed in your role.
- Ongoing coaching and feedback, to help you continue to grow and develop in your career.
- Opportunities for advancement, with a range of career paths available to suit your skills and interests.
Work Environment and Company Culture
At blithequark, we're proud of our company culture, which is built on a foundation of respect, inclusivity, and diversity. As a Customer Care Coordinator, you'll be part of a dynamic team, working in a fast-paced and supportive environment. We're committed to making blithequark a great place to work, and we offer a range of benefits and perks to support your well-being and career growth.
Compensation, Perks, and Benefits
We offer a competitive salary range of $31,819.00 - $58,865.00, depending on experience and qualifications. In addition to your salary, you'll also be eligible for a range of benefits, including:
- Medical/Dental/Vision insurance
- Company-matching 401(k)
- Other programs and perks, designed to support your well-being and career growth.
Conclusion
If you're passionate about delivering exceptional customer experiences and have a strong background in customer service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Care Coordinator, you'll be part of a dynamic team, working in a fast-paced and supportive environment. You'll have access to a range of training and development opportunities, and you'll be eligible for a competitive salary and benefits package. Don't miss out on this opportunity to take your career to the next level – apply today to join our team at blithequark!
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