Experienced Customer Support Specialist – Remote Customer Service Representative for Childcare Industry

Are you passionate about delivering exceptional customer experiences and making a positive impact in the lives of families? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our team of dedicated professionals at blithequark, a leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. At blithequark, we envision a world where all families, regardless of their income level, have access to high-quality child care. Our innovative software solutions empower childcare providers to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve. As a Customer Support Specialist, you will play a vital role in delivering exceptional customer experiences, resolving technical issues, and providing training to our clients.

About blithequark

blithequark is a dynamic and forward-thinking organization that values diversity, inclusivity, and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Our team of engaged colleagues is passionate about enabling and improving the childcare industry for all families. We believe that by embracing diversity and promoting inclusivity, we can create a more effective and compassionate work environment that benefits everyone.

Responsibilities and Duties

As a Customer Support Specialist at blithequark, you will be responsible for providing high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. Your key responsibilities will include:

• Answering telephone calls, emails, and chats in a fast-paced call center environment
• Accurately documenting and processing customer claims in appropriate systems
• Following all required scripts, policies, and procedures
• Complying with requirements surrounding confidential information and personal information
• Appropriately escalating customer issues to management
• Utilizing knowledge base and training to answer customer questions accurately
• Answering telephone calls promptly and in a polite and professional manner
• Training end-users on how to use company software products and systems
• Helping meet customer Service Level Agreements (SLAs)
• Attending meetings and training and reviewing all new training material to stay up to date on changes
• Ensuring first call resolution through problems solving and effective call handling
• Occasional travel may be required (for conferences or to visit customer sites)
• Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients
• This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions

Who We Are Looking For

We are seeking a highly motivated and customer-focused individual who is passionate about delivering exceptional customer experiences. The ideal candidate will possess:

• Bilingual, including written and verbal communication is preferred
• Experience working in a support center, preferably SaaS
• Experience within the childcare industry, preferable experience within a subsidized childcare program
• Experience with blithequark software is a huge plus!
• Strong interpersonal, writing, and verbal communications skills are essential
• Excellent troubleshooting skills are vital
• Teamwork is necessary
• Education and experience in customer handling skills are highly desirable
• Experience with CRMs
• Experience with Microsoft Word, Outlook, and Excel is required
• Three or more years of on-the-job technical writing, training, or education experience is preferred
• The ability to travel locally/nationally for up to a week at a time is required

What We Offer

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

• The ability to work from anywhere in the United States
• Starting pay $20/hr, depending on experience
• Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
• 401(k) retirement plan, with company match
• Paid company holidays and generous PTO
• Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. Apply Job!

Equal Opportunity Employer

blithequark actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and complete the required employment eligibility verification form upon hire. Apply for this job