Introduction to blithequark
At blithequark, we believe that exceptional customer service is the backbone of any successful organization. As a leader in our industry, we are committed to providing top-notch support to our customers, and we are looking for a talented and experienced Seasonal Customer Service Team Lead to join our team. If you thrive in fast-paced environments, are passionate about delivering outstanding service, and have a knack for leading and motivating others, we want to hear from you.
About the Role
As a Seasonal Customer Service Team Lead at blithequark, you will play a vital role in ensuring that our customers receive the best possible experience when interacting with our brand. You will be responsible for leading a team of Customer Service Representatives, providing daily support, coaching, and guidance to ensure that they have the tools and resources needed to resolve customer concerns efficiently and effectively. You will be the go-to expert for our customer service team, providing subject matter expertise and real-time support to ensure that our customers receive timely and effective solutions to their queries.
Key Responsibilities
- Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns
- Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts
- Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
- Provide interval updates to the team, sharing hourly progress versus SLA targets
- Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns
- Serve as the first line of defense for escalations for the broader Customer Service team
- Approve service recovery requests and produce promo codes
- Stay up-to-date about the knowledge base for blithequark products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements
- Work closely with the Team Supervisor to support the CSR coaching process
- As time permits, support answering email and other contacts; support ad hoc projects, such as Training and Quality Assurance support
- In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team
- Promote a positive and friendly environment supporting good morale and cooperation
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- A Bachelor’s degree or equivalent work experience
- 2+ years of experience in a Customer Service role required, with proven excellence and an overall understanding of customer satisfaction
- A proven track record of supporting customers with exceptional service
- Excellent written and verbal communication skills
- Detail-oriented, problem solver, promotes a positive team environment
- Excellent computer/software skills (Google Docs, Sheets, and Slides)
- Experience with Salesforce or other CRM software a plus
Preferred Qualifications
In addition to the essential qualifications, we are looking for candidates who possess the following preferred qualifications:
- Leadership experience in a customer-facing environment
- Experience working in a fast-paced, dynamic environment
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team
- Strong time management and organizational skills
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong leadership and coaching skills
- Excellent 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 time management and organizational skills
Career Growth Opportunities
At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Seasonal Customer Service Team Lead, you will have the opportunity to develop your leadership and coaching skills, as well as gain experience working in a fast-paced, dynamic environment. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment. We believe in fostering a culture of inclusivity, diversity, and respect, and we are committed to providing our employees with the tools and resources they need to succeed. As a Seasonal Customer Service Team Lead, you will be working remotely, but you will still be part of a dynamic and supportive team. You will have the opportunity to participate in virtual team meetings, training sessions, and social events, and you will be encouraged to provide feedback and suggestions on how we can improve our customer service operations.
Compensation and Benefits
We offer a competitive compensation package, including a hourly rate of $20.84 - $22.71, depending on location. We also offer a range of benefits, including paid sick leave, access to employee perks portal, and Minted Friends and Family Discount. We are committed to providing our employees with a positive and supportive work environment, and we believe in recognizing and rewarding our employees for their hard work and contributions.
Conclusion
If you are a motivated and experienced customer service professional who is looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Seasonal Customer Service Team Lead at blithequark, you will have the opportunity to develop your leadership and coaching skills, work with a talented team of professionals, and provide exceptional service to our customers. Don’t miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of our dynamic and supportive team.
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