Experienced Customer Service Support Specialist – Remote Chat Support Role at blithequark

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and enjoy working with diverse customers? If so, we invite you to join blithequark as a Support Specialist, Chat, where you'll play a vital role in creating strong communication pathways between our customers and our brand.

About blithequark

blithequark is a leading company in the industry, dedicated to providing innovative solutions and exceptional customer experiences. Our mission is to empower our customers with the knowledge and support they need to make informed decisions. As a Support Specialist, Chat, you'll be an integral part of our customer-facing team, working remotely to provide top-notch support to our customers.

Key Responsibilities

As a Support Specialist, Chat, your primary responsibilities will include:

• Responding to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close the sale.
• Proactively making outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
• Meeting or exceeding individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close the sale.
• Listening and learning our products to become a subject matter expert and voice for our brand.
• Effectively managing change related to promotional offerings, new products, technology, processes, and systems.
• Handling inbound live chat sessions from online customers, verifying customer account information and order information.
• Consistently responding to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.
• Processing online orders, returns, replacements, adjustments, warranties, and installations, tracking deliveries, installation, inventory, pricing, and ensuring all customers' needs are met.
• Managing customer issues, ensuring 100% customer satisfaction, including (but not limited to) telephone and email follow-up, understanding and resolving customer questions, concerns, issues, and needs, and maintaining positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs.
• Working with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.

Essential Qualifications

To succeed in this role, you'll need to possess:

• A minimum of 1 year of contact center experience, with at least 6 months of chat and sales experience.
• Experience with inbound and outbound product and service sales.
• Demonstrated ability to navigate computer programs, chat applications, programs, and systems that support the initiatives of the contact center.
• A high school diploma/GED, with an associate's or bachelor's degree or equivalent experience preferred.
• Experience in helping customers and providing customer service.
• Adaptability and dependability, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communication skills, with a proven ability to address customer needs through written and oral mediums.
• Technical savvy and ability to learn and navigate computer systems.
• Ability to quickly build and develop open, honest, and friendly rapport with customers to move through and solve customer challenges.
• Bilingual ability to fluently speak and write in Spanish is a bonus.
• Prior experience in the tire or automotive industry is a bonus.
• Prior experience working in a remote environment is a bonus.

Working Conditions and Physical Effort

As a remote Support Specialist, Chat, you'll need to be able to:

• Sit for long periods of time.
• Talk through the computer for many meetings and one-to-one conversations.
• Continuously view a computer monitor and enter data.
• Travel as necessary (Apply for this job