Experienced Customer Experience Specialist – Rotating 2nd & 3rd Shifts (Remote)
Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join blithequark's growing team as a Customer Experience Specialist, working rotating 2nd and 3rd shifts in a remote capacity.
About blithequark
blithequark is a privately held organization that has been committed to organic growth and innovation. With a strong focus on delivering the best technology and services to our clients, we pride ourselves on our "White Glove" service model, which prioritizes the patient experience above all else. Our dedication to excellence has led to significant revenue growth, and we're now seeking talented individuals to join our team.
Work Schedule
As a Customer Experience Specialist, you'll work a rotating schedule that 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)
Responsibilities
As a Customer Experience Specialist, you'll be responsible for:
- 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
- Utilizing 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 email
- 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-ups 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 coworkers on the next shift
- Ordering and canceling injectable doses
- Entering helium readings into OMS
Essential Qualifications
To be successful in this role, you'll need:
- Customer service, call center, or patient scheduling experience
- Strong ability to prioritize and multitask with attention to detail
- Time management, organization, and focus on prioritizing 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
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience working in a healthcare or medical-related field
- Familiarity with OMS, Word, and Excel
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced, dynamic environment
- Experience working with vendors, customers, and employees via phone, text, and email
Work Environment and Culture
As a remote employee, you'll have the flexibility to work from anywhere in the United States. Our team is dedicated to creating a positive, supportive work environment that encourages collaboration, innovation, and growth. We offer a diverse blend of benefits, incentives, and business practices that promote work-life balance and employee well-being.
Compensation and Benefits
We offer a competitive salary, travel allowance, and a comprehensive benefits package, including:
- 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
Career Growth Opportunities
At blithequark, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:
- On-the-job training and mentorship
- Professional development workshops and conferences
- Leadership development programs
- Career advancement opportunities
How to Apply
If you're a motivated, customer-centric professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Equal Employment Opportunity
blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination. Apply for this job