Introduction to blithequark
At blithequark, we empower people to live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-makers who anticipate, lead, and believe that listening is where learning begins. As a leading provider of training, technology, and communications services, we transform the way people connect across the globe. Our diverse network of people is driven by a shared ambition to shape a better future, and we have the ability to learn and grow at the speed of technology.
Job Overview
We are seeking a highly skilled and experienced Military Fellowship Customer Experience Champion II to join our Customer Experience (CX) team. As a champion within our CX team, you will be responsible for resolving customer needs through first-contact resolution and enhancing customer experiences with an emphasis on discovery, efficiency, and quality in your day-to-day activities. This is a remote role, with occasional in-person training and meetings, and you will work from the comfort of your own home in Texas, with a requirement to be within a reasonable commute to our hub location in Irving, TX.
Key Responsibilities
- Handling and resolving customer concerns, while educating customers with varying complexity levels of device-related inquiries.
- Turning every contact into a sell or save opportunity with a premium experience, so customers will want to stay loyal to blithequark.
- Embracing the Service Plus mindset by resolving customer concerns and future concerns.
- Providing an exceptional experience through discovery and targeted recommendations, while leveraging customer-specific insights.
- Navigating systems and using tools and resources to be self-sufficient and effectively provide billing explanations for customers in your queue.
- Serving as a brand ambassador and advocate for customers newly joined to blithequark, throughout every contact, and highlighting all that blithequark has to offer through our products and services.
- Practicing an acceptable level of Business Acumen that encompasses the best interest of the Company, Customer, and fellow employees.
- After issues have been resolved, identifying plans and services that would suit customer needs in order to prevent future contacts.
- Promoting and providing solutions about blithequark products, including phone, home internet, and other services on each call, with the ability to meet and exceed monthly sales targets.
Requirements
To be eligible for this position, you must be a current participant of the Department of Defense Skillbridge Program or of the Hiring our Heroes Corporate Fellowship Program. You will need to have:
- A 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 goals.
- Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.
- The ability to work an assigned shift schedule, including static start, stop, breaks, and meal times, for up to or greater than 6 months at a time based on business needs.
- Meet all home office requirements, including a private work space, minimum internet speed, and desk for the required equipment provided.
Preferred Qualifications
Even better if you have:
- A degree.
- Experience with Google's G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (Word, Excel).
- Experience troubleshooting hardware, software, applications, network, and device issues.
- Experience promoting and upselling products or services.
- Based on the required in-person training and periodic center collaborations of this role, candidates should live in Texas within a 75-mile radius of our listed hub location.
Home Office Requirements
In this remote role, you will work from home with occasional in-person meetings and training. The home office must be located within the state of Texas and within a reasonable commute to the hub location specified on this job posting to attend training and periodic meetings as indicated by the business. You will need to have:
- Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps (per your service plan; a monetary stipend may be provided to you). Wireless connections, satellite, or DSL are not acceptable.
- A dedicated, quiet, and private workspace.
- blithequark conducts periodic home audits via webcam to ensure your workspace meets requirements.
- 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.
Career Growth Opportunities and Learning Benefits
At blithequark, we believe in empowering our employees to grow and develop in their careers. As a Military Fellowship Customer Experience Champion II, you will have access to a range of training and development opportunities, including:
- Comprehensive onboarding program to ensure you have the skills and knowledge you need to succeed in your role.
- Ongoing training and development opportunities to help you build your skills and advance your career.
- Opportunities to work on complex and challenging projects, and to contribute to the development of new products and services.
- A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
At blithequark, we are committed to creating a work environment that is inclusive, supportive, and empowering. We believe in:
- Providing a safe and respectful work environment, where everyone feels valued and supported.
- Encouraging open communication, collaboration, and feedback, to help us build a positive and productive work culture.
- Recognizing and rewarding outstanding performance, and providing opportunities for career growth and development.
- Supporting our employees' physical and mental well-being, through a range of health and wellness programs and initiatives.
Compensation, Perks, and Benefits
As a Military Fellowship Customer Experience Champion II at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:
- Competitive salary and bonus structure, with opportunities for career growth and advancement.
- Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and planning tools.
- Opportunities for professional development and growth, through training, mentorship, and education assistance programs.
- A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
Conclusion
If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Military Fellowship Customer Experience Champion II, you will have the opportunity to work with a talented team of professionals, to develop your skills and advance your career, and to contribute to the success of our organization. Don't miss out on this opportunity to take your career to the next level – apply today!
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