Experienced Customer Support Specialist – Delivering Exceptional Service in a Mission-Driven Environment with 10am-6pm ET Working Hours

Introduction to blithequark

Imagine being part of an organization where your daily work contributes to a mission that changes lives. At blithequark, our team is dedicated to making a significant impact in the pursuit of cures for cancer. As a valued member of our team, you will be part of a mission-centric, locally delivered, and nationally powered organization that relentlessly pursues cancer cures. Our mission is clear: to cure leukemia, lymphoma, Hodgkin's disease, and myeloma, and improve the quality of life of patients and their families. If you're passionate about delivering exceptional customer service and contributing to a higher purpose, we invite you to join us.

Job Overview

This role is designed to serve as the primary support staff for external customers through our general phone number, inboxes, chats, and other communication channels. As a Customer Support Specialist, you will perform a variety of internal operational support functions related to addressing customer issues and provide exceptional internal and external customer service. Your work will be critical in ensuring that our constituents receive the support they need, and you will be an integral part of our team's efforts to achieve our mission.

Core Responsibilities

• Support all campaign inboxes and effectively troubleshoot issues and questions from constituents.
• Provide support to customers through chat, text, and other evolving tool sets, including a support-based resource hub within blithequark.org.
• Answer inbound calls from blithequark constituents each day and effectively troubleshoot issues and questions related to blithequark campaigns, systems, and policies.
• Assume responsibility, including follow-up, for all problem resolution and constituent satisfaction within your assignment and authority.
• Establish rapport with constituents quickly and maintain a professional manner in all interactions.
• Accurately record key details of all interactions on assigned account records in designated software applications.
• Provide customer feedback to the Customer Service Manager in regular, weekly occurrences.
• Responsible for answering and solving customer service tickets submitted through various channels, including emails, voicemails, and external vendor/sales requests.
• Execute internal operations support, including refunds, adjustments, receipts, unsubscribes, and reimbursements.
• Maintain strict confidentiality and follow detailed workflows to maintain access to banking systems.
• Maintain a strong working knowledge of assigned campaigns and functions.

Essential Qualifications

• Bachelor's Degree in a relevant field.
• 1+ years of related call center and customer service experience.
• Knowledge of MS Office Suite and the ability to navigate multiple software programs at one time.
• Bilingual (Spanish) preferred but not required.
• Maintain the highest level of confidentiality and pass an FCRA accredited background check.

Preferred Qualifications

• Previous experience in a non-profit organization or a mission-driven environment.
• Experience with customer relationship management (CRM) software and other support tools.
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.

Skills and Competencies

• Customer Focus: Demonstrated ability to provide exceptional customer service and support to internal and external constituents.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with diverse stakeholders.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think critically and outside the box.
• Technical Skills: Proficiency in MS Office Suite and the ability to navigate multiple software programs at one time.
• Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to training and development opportunities to enhance your skills and knowledge. You will also be part of a dynamic team that is passionate about making a difference in the lives of others. Our organization offers a comprehensive benefits package, including medical, dental, and vision insurance, life insurance, flexible spending accounts, and a 403b retirement plan, along with generous paid time off.

Work Environment and Company Culture

Our work environment is collaborative, dynamic, and fast-paced. We are a team that values diversity, equity, and inclusion, and we are committed to maintaining a workplace that is supportive and inclusive of all employees. As a Customer Support Specialist, you will be working from 10am-6pm ET, with some weekend and evening work required. You will also be required to travel as needed for national and department meetings.

Compensation, Perks, and Benefits

The base pay range for this hourly paid position is $44,000 ($24/Hourly) to $60,000 ($32/Hourly). The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, education, and experience. In addition to your base compensation, you will be eligible for an annual incentive plan and a comprehensive benefits package.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and contributing to a higher purpose, we invite you to join our team at blithequark. As a Customer Support Specialist, you will be part of a dynamic team that is dedicated to making a significant impact in the pursuit of cures for cancer. Apply now to take the first step in an exciting and rewarding career with blithequark.

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