Introduction to blithequark
At blithequark, we're revolutionizing the way enterprises connect with consumers through our AI-powered conversational outreach strategy. With a focus on delivering automation at scale, our platform has handled over half a billion humanized conversations to date, making us the go-to choice for some of the world's most recognizable enterprises. Founded in 2016, blithequark has experienced rapid growth, nearly tripling sales in 2021, and we're now looking to accelerate the next era of growth and expansion of our team.
As a community-driven company, we prioritize personal growth, and every member of the blithequark team has a direct impact on our company's success. We're more than just a high-growth company – we're a community that values collaboration, innovation, and excellence. If you're passionate about delivering exceptional customer experiences, solving complex problems, and growing your career, we want to talk to you!
Job Overview
We're seeking an experienced Customer Experience Chatroom Operator to join our Conversion Improvement team. As a key member of our team, you'll play a crucial role in handling millions of automated humanized conversations for our clients. While automation is a significant part of our platform, we recognize that Artificial Intelligence (AI) isn't perfect, and that's where you come in. Your expertise will be essential in reading consumer responses, responding contextually, and categorizing them appropriately to ensure a seamless customer experience.
This role requires customer service-driven individuals who are quick on their feet, empathetic, and adept at handling unexpected conversations. You'll be working with our top clients and use cases, providing thoughtful, articulate, and appropriate guidance specific to each conversation, industry, and subject. Your accuracy and attention to detail will be critical in maintaining a 98%+ accuracy rate in your responses, which will be randomly audited and quality assured.
Example of a Customer Conversation
A user might ask, "Where are my ID Cards?" This isn't just a question – it's the beginning of a service-based conversation that requires a thoughtful and articulate response. Your mission will be to provide guidance specific to the conversation, industry, and subject, categorizing and handling the response by clicking a specific button tailored to respond to this question or engaging in a dialog with the record to ensure the consumer is directed appropriately.
Hours and Benefits
This is a full-time role that's eligible for blithequark's benefits program. We're seeking candidates for all time slots, as this role is staffed 24 hours a day, 7 days a week. You'll enjoy a comprehensive benefits package, including:
- Competitive salary and benefits
- Opportunities for career growth and professional development
- Flexible working hours and remote work arrangements
- Access to cutting-edge technology and tools
- A dynamic and supportive team environment
Specific Duties, Activities, and Responsibilities
As a Customer Experience Chatroom Operator, your key responsibilities will include:
- Quickly and accurately responding to inbound messages via our chat room to leads regarding questions or concerns around the product or service
- Creating responses ad-hoc that are relevant, appropriate, and compliant to the records industry and vertical
- Escalating conversations to leadership when needed
- Documenting frequently asked questions for continual improvement
- Adding relevancy to canned responses
- Maintaining 98% or above accuracy in response handling
- Maintaining a Replies per Hour rate of 60 replies per hour worked
- Other projects as assigned
Required Skills and Abilities
To succeed in this role, you'll need:
- Experience in a Customer Service Chatroom environment
- Experience with writing responses to consumers in a real-time, chat-based environment
- Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
- Professionalism in all interactions
- Exceptional attention to detail, high standard of excellence/perfection
- Comfortability on a computer, advanced typing skills (can't hunt and peck)
- Good grammatical, spelling, and logic skills
- Exceptional verbal, communication, and written skills
- Reliable and responsible to a designated schedule
- Must have reliable strong internet/WiFi
Education
We require a High School diploma or equivalent, and a College Degree is a plus.
Core Values
At blithequark, our core values are central to how each employee executes their role daily and exceeds expectations. Our core values include:
- Lean: We find the right mix between administration and simply doing things, implementing streamlining methods to existing processes to ensure we evolve and stay lean
- Passion: Expressing passion daily, evolving in the job to expand beyond the base role, and taking on additional projects and roles to help teams outside your own
- Happiness: Finding the balance in both personal and work life, participating in group and team activities, and understanding that life is about more than just coming into the office daily
- Improve: Never accepting the status quo, finding ways to streamline and innovate, and bringing those improvements to leadership
- Team: We support and assist our teammates, even if it's outside of our typical duties, taking on additional projects for their added value, and understanding how we impact everything and the value we provide
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping our employees grow and develop in their careers. You'll have access to:
- Ongoing training and professional development opportunities
- Mentorship programs to help you achieve your career goals
- Opportunities to work on complex and challenging projects
- A dynamic and supportive team environment that encourages collaboration and innovation
Work Environment and Company Culture
Our company culture is built on a foundation of collaboration, innovation, and excellence. We prioritize:
- Open communication and transparency
- Recognition and rewards for outstanding performance
- A healthy work-life balance
- A dynamic and supportive team environment
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- Comprehensive health insurance
- Retirement savings plan
- Paid time off and holidays
- Flexible working hours and remote work arrangements
- Access to cutting-edge technology and tools
Conclusion
If you're passionate about delivering exceptional customer experiences, solving complex problems, and growing your career, we want to talk to you! As a Customer Experience Chatroom Operator at blithequark, you'll be part of a dynamic and supportive team that's committed to excellence and innovation. Apply now to join our team and take the first step towards an exciting and rewarding career!
Apply Now