Unlock Your Potential as a Customer Advocate at blithequark
blithequark is a fast-growing, nationally recognized direct-to-consumer brand that's making waves across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. We're on the hunt for a driven, detail-oriented Customer Advocate to join our adaptable, results-focused, and data-driven team in a culture that empowers great people to do their best work.
About blithequark and the Industry
At blithequark, we're passionate about delivering high-quality products and exceptional customer experiences. Our company is built on a foundation of core values that prioritize transparency, authenticity, and respect. We're committed to fostering an environment where our team members can bring their whole selves to work and grow professionally. As a Customer Advocate, you'll play a critical role in maintaining customer satisfaction and driving business growth through your interactions with our customers.
The Customer Advocate's Mission
As a Customer Advocate at blithequark, your mission is to treat customers as you would want to be treated. You'll be responsible for maintaining customer satisfaction through inbound and outbound phone calls, email support tickets, chats, forums, and other avenues of communication. Your goal is to create an effortless experience for our customers, from the moment they hit the "Order" button to the moment they receive their products.
Primary Responsibilities / Essential Job Functions
- Answer inbound customer calls in a friendly manner, using active listening skills to resolve issues efficiently.
- Respond to inbound digital communication from customers, handling each customer as if they were the only one.
- Interpret digital communication to understand customer issues fully and resolve them in the first contact whenever possible.
- Update detailed notes in our system for each customer, ensuring an excellent history in case they call again.
- Maintain knowledge of our products and follow our Quality Assurance standards at all times, meeting all KPI targets.
- Place outbound calls as needed to answer voicemails, support tickets, or as directed by management.
- Prevent cancellations or returns where possible and understand when to forward escalated issues to management.
- Create and revise SOPs as needed, having them approved by management.
- Identify trends heard from customers and report them to management in detail with data.
- Report any system issues to management for immediate investigation.
- Handle special projects when delegated by management and help with training new representatives.
Company Core Values
At blithequark, we live by our core values, which include:
- Get the important stuff done - We look for individuals who strive to have a deep understanding of their role and how to drive business value.
- Actively and eagerly seek to learn, improve, and grow - We value intellectual curiosity and a questioning mindset.
- Ask questions and use data to make decisions - We look for individuals who can derive meaning from evidence and make critical decisions quickly.
- "We" not "I" - We value cooperation with peers and leaders to achieve team goals.
- See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm and passion for their work.
Requirements and Qualifications
Essential Qualifications
- High School Graduate or GED
- 2+ years of contact center experience in a call center-related field, including customer service
- Comfortable working in a fast-paced environment and providing customer excellence
- Active listening skills and ability to follow protocols precisely
- Strong grammar and communication skills
- Strong computer skills and ability to work with multiple systems simultaneously
- Ability to achieve daily KPIs for phone, email, and chat
- A mindset that's open and ready to embrace change
- Coachable and able to meet required monthly QA KPI measurements
Preferred Qualifications
- Experience working in a remote environment
- Familiarity with customer service software and technology
- Ability to work independently and collaboratively in a dynamic multi-department environment
Skills and Competencies
To succeed as a Customer Advocate at blithequark, you'll need:
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Ability to work independently and collaboratively
- Strong organizational and time management skills
- Adaptability and flexibility in a fast-paced environment
What We Offer
At blithequark, we offer a comprehensive benefits package that includes:
- 100% remote work arrangement
- Great pay and bonus program
- Company-paid medical coverage
- Vision and dental coverage
- 401K with company match
- Generous PTO policy
- Paid maternity/parental leave
- Employee referral bonus
- Student loan repayment program
- Volunteer time off
- Professional development fund
Work Environment and Company Culture
At blithequark, we're committed to creating a work environment that's inclusive, supportive, and empowering. As a remote Customer Advocate, you'll work in a quiet, distraction-free environment with reliable wi-fi and a USB headset. We're a culture that values transparency, authenticity, and respect, and we're committed to fostering an environment where our team members can bring their whole selves to work.
Career Growth Opportunities
As a Customer Advocate at blithequark, you'll have opportunities for career growth and professional development. You'll be able to develop your skills in customer service, communication, and problem-solving, and you'll have the chance to take on new challenges and responsibilities as you grow in your role.
Join Our Team!
If you're a driven, detail-oriented, and customer-focused individual who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our team as a Remote Customer Service Representative and become a part of blithequark's dynamic and growing company.
Apply Now