Are you passionate about delivering exceptional customer experiences and building lasting relationships? Do you thrive in a fast-paced environment where no two days are the same? Look no further than blithequark, where we're committed to providing personalized attention for our associates and fostering a dynamic team culture that helps our people reach their personal and professional goals.
As an Experienced Customer Care Coordinator at blithequark, you'll play a vital role in resolving customer concerns in a timely and professional manner, while also providing exceptional service and support to our valued customers. If you're a customer service enthusiast with a passion for problem-solving and a knack for building strong relationships, we want to hear from you!
**About blithequark**
At blithequark, we're dedicated to making a positive impact on our customers' lives and the communities we serve. As a leading provider of innovative solutions, we're committed to delivering exceptional service and support to our customers, while also fostering a dynamic team culture that encourages growth, learning, and collaboration.
**Position Overview**
As an Experienced Customer Care Coordinator, you'll be responsible for receiving inbound and making outbound calls to resolve customer concerns in a timely and professional manner. You'll also coordinate and resolve customer follow-up requests as a liaison between branches and customers, providing and maintaining the highest level of customer service.
**Responsibilities**
* Receive inbound and make outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner. May deviate from routine procedures to diagnose root cause of more complex customer issues.
* Coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
* Prioritize open, overdue, and/or critical customer follow-up requests or customer concerns and escalate to management as needed.
* Review and respond to customer feedback collected through external sources. Compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to management team.
* Make contact with cancel request customers to retain business. Probe to identify root cause and use approved customer save offers (e.g., discounts, service calls) to retain customer.
* May complete special projects to support branch operations and efficiency.
* Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
* Research customer database for account and service history and information to resolve customer concerns.
* Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
* May assess customer needs for additional services and up-sell as appropriate.
* Identify and communicate improvement opportunities or trends impacting the customer experience to management.
* May receive customers and vendors at assigned branch.
**Essential Qualifications**
* High school diploma/GED required. Associate's degree preferred.
* 2-3 years of customer service experience required.
* Experience resolving escalated customer service issues required.
* Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
**Preferred Qualifications**
* Bachelor's degree in a related field (e.g., business, communications, marketing).
* Experience working in a call center or customer service environment.
* Knowledge of customer relationship management (CRM) software.
* Certification in customer service or a related field (e.g., Certified Customer Service Representative, Certified Customer Experience Professional).
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
* Strong customer service skills and a passion for delivering exceptional customer experiences.
* Ability to work effectively in a team environment and build strong relationships with colleagues and customers.
* Strong organizational and time management skills.
* Ability to maintain confidentiality and handle sensitive customer information.
**Career Growth Opportunities and Learning Benefits**
At blithequark, we're committed to helping our associates grow and develop their skills and careers. As an Experienced Customer Care Coordinator, you'll have opportunities to:
* Develop your customer service and problem-solving skills through ongoing training and development programs.
* Take on additional responsibilities and projects to support branch operations and efficiency.
* Collaborate with colleagues and management to identify and implement process improvements.
* Participate in performance-based bonuses and recognition programs.
* Enjoy a dynamic and supportive team culture that encourages growth, learning, and collaboration.
**Work Environment and Company Culture**
At blithequark, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our associates. As an Experienced Customer Care Coordinator, you'll enjoy:
* A dynamic and supportive team culture that encourages growth, learning, and collaboration.
* A fast-paced and challenging work environment that offers opportunities for professional growth and development.
* A comprehensive benefits package, including medical, dental, and vision insurance, as well as a company-matching 401(k) program.
* Opportunities for professional development and training through ongoing education and certification programs.
* A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects the contributions of all associates.
**Compensation, Perks, and Benefits**
As an Experienced Customer Care Coordinator at blithequark, you'll enjoy a competitive salary range of $31,819.00 - $58,865.00, based on qualifications and experience. In addition to your salary, you'll also enjoy a comprehensive benefits package, including:
* Medical, dental, and vision insurance.
* A company-matching 401(k) program.
* Paid time off and holidays.
* Opportunities for professional development and training through ongoing education and certification programs.
* A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects the contributions of all associates.
**How to Apply**
If you're a customer service enthusiast with a passion for problem-solving and a knack for building strong relationships, we want to hear from you! To apply for the Experienced Customer Care Coordinator position at blithequark, please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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