Introduction to blithequark
At blithequark, we are a fast-growing and global sensory and consumer research consultancy dedicated to giving consumers a voice in the development of outstanding products. Our mission is to create high-quality and memorable experiences for our clients and their customers. We specialize in helping our clients develop new product ideas, re-energize well-established products, assess product-concept fit, understand competitive landscapes, and protect product quality from inception to the end of shelf life.
As a leader in the industry, blithequark's division, The National Food Lab, provides these services to all USA-based clients, with our sensory science program residing in our USA headquarters in Minneapolis, MN. We are committed to excellence and are seeking a talented and customer-focused individual to join our team as a Recruiting & Customer Care Associate.
Job Description
As the Recruiting & Customer Care Associate at blithequark, you will be the first point of contact for our Tasteocracy Respondents, providing exceptional customer service and support to ensure their needs are met. You will work to resolve questions and issues that may arise when calling into our Customer Care Line, and you will also be responsible for calling out on lists to assist in filling our taste tests, ensuring that all requirements are met prior to contact.
Your key responsibilities will include:
- Customer Care Phone Handling: Be knowledgeable about active research projects, field inbound respondent communication, create a welcoming atmosphere, and strive for first-call resolution.
- Customer Care Digital Channel & Database Handling: Strive for resolutions upon first interaction, answer incoming questions, meet daily goals for assigned recurring database cleaning projects, and proactively update respondent information.
- Training and Metrics: Meet monthly phone metrics, meet monthly digital channel metrics, meet monthly billability, and attend quarterly training and pass any quizzes given within a certain timeframe.
Key Responsibilities Breakdown
In this role, you will be responsible for:
- Handling customer care phone calls, including resolving respondent complaints or questions, determining the cause of problems, and finding and explaining the best solution.
- Creating a welcoming and courteous atmosphere for respondents, maintaining a professional demeanor, and determining respondents' needs.
- Ensuring that respondents meet all qualification requirements for specific tests before scheduling, and reading respondents' behavior over the phone to determine a good fit for different panels.
- Cold calling pre-existing contacts, internal respondents, and external potential respondents, and assisting with host contact when a lead might not be available.
- Striving for resolutions upon first interaction on digital channels, answering incoming questions, and meeting daily goals for assigned recurring database cleaning projects.
Qualifications
To be successful in this role, you must have:
- A High School diploma or GED equivalent certificate.
- Comfortability with all digital channels, including Live Chat, SMS, Emailing, and Social Media Messenger.
- Some exposure to SalesForce or other CRM Systems (nice to have, but not required).
- Confidence with phone handling, with phone software experience a plus (but not required).
- Proactive, knowledgeable, reliable, sustainable, and collaborative problem-solving skills.
- Excellent communication and interpersonal skills.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in customer service or a related field.
- Familiarity with sensory and consumer research or a related industry.
- Experience with database management and data entry.
Skills and Competencies
To excel in this role, you must possess:
- Strong problem-solving skills, with the ability to think critically and outside the box.
- Excellent communication skills, both written and verbal, with the ability to effectively communicate with respondents and internal stakeholders.
- Strong interpersonal skills, with the ability to build rapport with respondents and internal stakeholders.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines.
- Strong attention to detail, with the ability to accurately enter data and maintain records.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Recruiting & Customer Care Associate, you will have the opportunity to:
- Develop your customer service skills, with training and coaching from our experienced team.
- Learn about the sensory and consumer research industry, with opportunities to attend training sessions and workshops.
- Advance your career, with opportunities for promotion and professional growth within the company.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment. As a Recruiting & Customer Care Associate, you will be part of a dynamic team that values:
- Collaboration and teamwork, with a focus on achieving common goals.
- Open communication, with regular feedback and coaching.
- Professional development, with opportunities for training and growth.
- Work-life balance, with flexible scheduling and remote work options.
Compensation, Perks, and Benefits
As a Recruiting & Customer Care Associate at blithequark, you will be eligible for:
- A competitive hourly rate of $16.00 per hour.
- Part-time benefits, including 401(k) Savings Incentive Plans, prorated PTO, holiday pay, and paid time off.
- Medical insurance for employees scheduled to work 30-34 hours per week.
- A flexible schedule, with the ability to set your preferred shift schedule and work from home.
Conclusion
If you are a motivated and customer-focused individual with a passion for providing exceptional service, we encourage you to apply for the Recruiting & Customer Care Associate role at blithequark. With a flexible part-time schedule, remote work options, and a competitive compensation package, this is an excellent opportunity to join a dynamic team and advance your career in the sensory and consumer research industry. Apply today to take the first step towards a rewarding and challenging career with blithequark!
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