Experienced Customer Service Loyalty Champion II – Remote Role for Exceptional Customer Experience and Retention

Introduction to blithequark

At blithequark, we empower people to live, work, and play by connecting them to what brings them joy. We drive innovation, creativity, and impact in the world, and our team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together, lifting our communities and building trust in how we show up, everywhere and always. If you're looking for a place to share your ideas freely, learn, grow, and thrive, blithequark is the perfect fit for you.

Job Overview

As a Customer Service Loyalty Champion II at blithequark, you will be responsible for resolving customer needs and preventing churn, emphasizing proactive measures in your day-to-day activities. You will be the face of our brand, providing an exceptional experience to our customers and turning every contact into a sale or save opportunity. If you have a passion for delivering outstanding customer service, are results-driven, and enjoy working in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Handling and resolving escalated customer concerns with varying levels of complexity, ensuring timely and effective solutions.
• Embracing the Service Plus mindset by resolving customer concerns and future concerns, providing a premium experience that exceeds customer expectations.
• Growing the business by completing full end-to-end account analysis, identifying opportunities to upsell and cross-sell, and executing targeted loyalty and retention strategies for high-value and at-risk customers.
• Providing an exceptional experience by listening for bells of churn during conversations, leveraging historical reports, and navigating systems to utilize available tools and resources effectively.
• Serving as a brand ambassador and advocate for customers, highlighting all that blithequark has to offer through our products and services, and applying business acumen to make informed decisions that balance customer satisfaction with cost-effectiveness.
• Identifying plans, products, and services that would suit customer needs to prevent future contacts, and applying a proactive approach to customer service.

Work Environment

This is a remote role, and you will work from home with occasional in-person trainings and meetings. You must be located within a reasonable commute to the hub location in Florida and meet all home office requirements, including a private workspace, minimum internet speed, and a desk for the required equipment provided.

Home Office Requirements

• Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps.
• A dedicated, quiet, and private workspace.
• Ability to self-manage in a remote work environment, including setting up company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections.

Qualifications

To be eligible for this position, you must have:

• Bachelor's Degree or one or more years of customer service experience.
• One or more years of sales experience.
• Experience resolving complex customer issues, including escalations, billing, and/or handling product Q&A.
• A strong sales acumen with a track record of meeting or exceeding revenue and retention goals.
• Willingness to work a rotating schedule, including nights, weekends, and holidays, based on the needs of the business.

Preferred Qualifications

• A degree in a related field.
• Experience troubleshooting customer products and services and working knowledge of our network to position network solutions.
• Experience promoting and upselling products or services.
• One or more years of retention experience.

Skills and Competencies

To succeed in this role, you must possess:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Strong problem-solving and analytical skills, with the ability to resolve complex customer issues effectively.
• A results-driven approach, with a focus on meeting and exceeding sales and retention targets.
• Ability to work in a fast-paced environment, with a high level of adaptability and flexibility.
• Strong business acumen, with the ability to make informed decisions that balance customer satisfaction with cost-effectiveness.

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Loyalty Champion II, you will have access to training and development programs, mentorship, and career advancement opportunities. We encourage our employees to take ownership of their careers, and we provide the support and resources needed to succeed.

Compensation and Benefits

We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including discounts on our products and services, flexible work arrangements, and a dynamic work environment.

Company Culture

At blithequark, we pride ourselves on our collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We are committed to diversity and inclusion, and we strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Conclusion

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Loyalty Champion II at blithequark, you will have the opportunity to make a real difference in the lives of our customers, while also growing and developing your career. Don't miss out on this chance to join our dynamic team and take your career to the next level. Apply now and become a part of the blithequark family!

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