Are you passionate about delivering exceptional customer support and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join blithequark's Consideration Accomplice team as a Customer Support Associate, working from the comfort of your own home.
**About blithequark**
blithequark is a leading provider of mental health and wellness services, dedicated to empowering individuals and their families to achieve emotional well-being. Our team of experts is committed to delivering high-quality, personalized support that addresses the unique needs of each individual. As a Customer Support Associate, you will play a vital role in helping us achieve our mission by providing exceptional customer service and support to our clients.
**Job Summary**
We are seeking a highly motivated and customer-focused individual to join our Consideration Accomplice team as a Customer Support Associate. In this role, you will be responsible for providing timely and effective support to our clients, addressing their concerns, and resolving issues in a professional and courteous manner. You will work in a fast-paced, dynamic environment, handling high volumes of calls, emails, and chats, and utilizing your problem-solving skills to resolve complex issues.
**Key Responsibilities**
* Handle inbound calls from clients and provide exceptional customer service in a high-volume, fast-paced call center environment
* Execute daily practice and non-routine business support tasks, including administrative tasks, follow-up calls, and other responsibilities as assigned for the Consideration Accomplice Program
* Follow regional conventions, guidelines, and strategies to provide successful and ideal support
* Maintain accurate and complete internal documentation of required data in each significant system
* Consistently meet execution measurements, including quality, call handling time, and customer satisfaction assumptions
* Perform multiple tasks, often while speaking with clients
* Write/recording
* Utilize intranet and other tools to assist with call handling, often in real-time
* Use chats/IM during breaks between calls for support
* Read messages to stay up-to-date on significant support data, process changes, and office information
**Participation and Confidentiality**
* Safeguard the confidentiality of client data and adhere to company policies
* Determine the purpose of the call by effectively listening and collaborating with clients, emergencies, and bringing in an expert and timely manner, taking full responsibility for client connection
* Provide a first-class quality, personalized experience based on client preference and individualized needs
* Evaluate for social determinants/needs; investigate and articulate data regarding relevant services and resources
* Utilize screening devices to identify where urgent clinical intervention is required, and transfer calls properly, including individuals in emergency and at-risk situations
* Address questions and resolve issues as a "single resource" based on calls, digital, and written correspondence
* Resolve complex issues with and without management intervention
* Discuss really with all internal partners
**Required Capabilities**
* 4 years of customer service and call center experience
* 4 years of involvement with a social, mental, or human service field providing customer support
* Essential PC skills (Microsoft Office Suite, Word, Excel, Teams, etc.)
**Work Area Requirements**
* Should have a dedicated workspace, free from interruptions, in a room with a door that closes, to maintain client confidentiality
* May not provide childcare or other forms of support during work hours
* Sitting in front of the computer with dual screens and a headset on
* Should be designed and have strong internet
* Web speed - Home Web Download Speed to be at least 400mbps and Transfer speed between 10-20mbps
* Broadband or Fiber connection. Using DSL (satellite), Cell web (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular, etc.) use cell towers or a satellite and not a direct link to provide internet
* Guarantee supplier sets up a 4-port modem. Representatives use the fourth port for work internet
**Preferred Qualifications**
* 4 years of Social Well-being experience
* Four-year certification or identical experience
* Call Center experience
**What We Offer**
* Competitive salary range of $35-$40 per hour
* Opportunity to work from home in a flexible, dynamic environment
* Comprehensive training and development programs to enhance your skills and knowledge
* Collaborative and supportive team environment
* Recognition and rewards for outstanding performance
* Opportunities for career growth and advancement
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.
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