Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with blithequark

Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark as a Customer Experience Specialist (2nd & 3rd Shift), where you'll play a vital role in shaping the patient experience for our clients.

About blithequark

blithequark is a privately held organization that has been committed to organic growth and innovation for over a decade. With a strong focus on technology and customer satisfaction, we've doubled our revenue in the past 10 years and continue to push the boundaries of what's possible. Our "White Glove" service model is built on delivering exceptional patient experiences, and we're looking for talented individuals like you to join our team.

Job Summary

As a Customer Experience Specialist (2nd & 3rd Shift) at blithequark, you'll be responsible for providing top-notch customer service to our clients, managing incoming phone calls and requests, and resolving customer concerns in a timely and professional manner. This is a remote opportunity, and you'll have the flexibility to work from anywhere in the United States. With a focus on prioritization, multitasking, and attention to detail, you'll be an integral part of our customer service team.

Work Schedule

Our ideal candidate must be able to work rotating 2nd and 3rd shifts, which includes:

• 1st and 3rd week:

+ Saturday: 3rd shift (10:30 PM - 7:00 AM) + Tuesday: 2nd shift (10:30 AM - 11:00 PM) + Wednesday: 3rd shift (10:30 PM - 7:00 AM) + Friday: 2nd shift (10:30 AM - 11:00 PM)

• 2nd and 4th week:

+ Saturday: 2nd shift (2:30 PM - 11:00 PM) + Sunday: 2nd shift (2:30 PM - 11:00 PM) + Tuesday: 3rd shift (10:30 PM - 7:00 AM) + Thursday: 2nd shift (2:30 PM - 11:00 PM) + Friday: 3rd shift (10:30 PM - 7:00 AM)

Essential Functions

As a Customer Experience Specialist (2nd & 3rd Shift), you'll be responsible for:

• Professional engagement and follow-up communication via phone, email, and support software with customers and co-workers
• Exhibiting a positive, can-do attitude with all customers
• Consistently performing all steps of the Customer Experience Initiative
• Managing incoming customer service phone calls and other customer requests
• Creating service requests and dispatching accordingly
• Identifying and resolving customer concerns in a professional and timely manner
• Using web-based system tools such as OMS, Word, and Excel on a daily basis
• Logging all communication in work service requests
• Interacting with vendors, customers, and employees via phone, text, and emails
• Escalating service calls when needed
• Attaching Field Service Reports to service requests in OMS
• Auditing reports from vendors and ensuring all calls are logged in OMS
• Following through on resolution of any customer needs
• Acting as the nighttime contact for drivers, providing scheduling and maintenance support
• Handling inbound and outbound calls to 20-30 drivers nightly, proactively monitoring on-time pick-up and deliveries
• Escalating problems to proper manager contacts as appropriate
• Following HIPAA regulations as it pertains to communication
• Effectively communicating pertinent information to daytime contacts within multiple geographical regions, as well as handing off follow-ups to co-workers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

Ideal Candidate

We're looking for a customer-centric professional with:

• Customer service, call center, or patient scheduling experience
• Strong ability to prioritize and multitask with attention to detail
• Time management, organization, and focus on prioritization and multitasking with attention to detail
• Ability to articulate thoughts into clear and concise written and verbal communication
• Strong written and verbal communication skills
• Experience working on computers, using Excel, and other Microsoft Office applications

Benefits and Perks

At blithequark, we value our employees and want them to be healthy and happy.

We offer

• Competitive salaries
• Travel allowance
• A diverse blend of benefits, incentives, and business practices
• Health, dental, and vision insurance
• Company-paid dental (with applicable health plans)
• 401(k) matching
• Employee Assistance Program
• Company-paid life insurance and voluntary supplemental life insurance
• Voluntary short-term/long-term disability options
• Flex PTO and paid holidays
• Company swag
• Health club reimbursement
• Wellness program with generous incentives
• Employee recognition programs
• Referral bonus program
• Job training and professional development

Equal Employment Opportunity

blithequark is committed to equal employment opportunity and offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status, or any other category protected by applicable law.

How to Apply

If you're a motivated and customer-focused professional looking for a new challenge, we invite you to apply for the Customer Experience Specialist (2nd & 3rd Shift) position at blithequark. Please visit our website to submit your application. Apply Now! Apply for this job