Experienced Part-Time Virtual Customer Support Specialist – Complex Situation Resolution

At blithequark, we're dedicated to providing exceptional staffing and executive search services, blending the best in people with the ongoing demands of the workplace. As a leading management consulting firm, we're committed to fostering a culture of unconditional Acceptance and Belonging in our practices, processes, and relationships. We're now seeking an experienced Part-Time Virtual Customer Support Specialist to join our team and provide top-notch support to our clients.

About blithequark

blithequark is an 8(a), WOSB, and WBE owned management consulting firm founded in 1990. Our mission is to empower individuals and organizations to achieve their full potential by providing high-quality staffing and executive search services. We're proud to be a part of the community and are committed to making a positive impact.

Job Summary

We're looking for a highly skilled and experienced Part-Time Virtual Customer Support Specialist to join our team. As a key member of our support team, you'll be responsible for providing exceptional customer service to our clients, resolving complex situations, and advocating for their needs. If you're a motivated and empathetic individual with a passion for delivering outstanding customer experiences, we encourage you to apply.

Key Responsibilities

* Provide exceptional customer service to clients via phone, email, or chat, resolving complex situations related to various types of potential fraud.

• Utilize a computer to access customer information and resources to successfully handle calls, following documented processes and procedures.
• Apply critical thinking to each caller's situation, advocating for their needs while providing accurate information and unbiased advice.
• Overcome common challenges faced by customer support specialists, including customer frustration, pushback, and emotional impact.
• Communicate effectively with callers and other team members, as well as leadership, to ensure seamless support and collaboration.
• Work collaboratively with multiple levels of support to resolve caller's concerns (Tier 2, Tier 3).
• Stay up-to-date with changes in a fast-paced environment, adapting to new processes and procedures as needed.

A Typical Day in The Life of a Customer Support Specialist

* Work during project hours of 9:00 AM-6:00 PM EST (Mon-Fri) to support our call queue.

• Access various software, systems, and tools on a company-provided laptop to complete job requirements.
• Take back-to-back calls from our customer hotline, dealing with complex situations that pertain to various types of potential fraud.
• Follow documented processes and procedures to provide accurate information and unbiased advice based on call-handling procedures.
• Multi-task while on calls to collaborate with multiple levels of support to resolve caller's concerns.
• Overcome challenges that may have an emotional impact on your ability to handle calls.
• Collaborate and communicate effectively in a virtual environment to stay abreast of any changes that occur in a fast-paced environment.
• Complete other tasks/duties as assigned.

Essential Qualifications

* High School diploma or equivalent; a college degree or some college coursework is preferred.

• Ability to successfully pass a criminal background check.
• Ability to work from home with a dedicated space to focus on daily work tasks.
• Flexibility to work the days/hours required to be successful in this role (Monday-Friday, 20 hours per week, 4 hours per day).

Preferred Qualifications

* At least 1 year of relevant experience providing customer support and dealing with complex situations, preferably regarding various types of fraud.

• Technical ability to effectively utilize a computer to access customer information and resources to successfully handle calls.
• Ability to apply critical thinking to each caller's situation while following documented processes and procedures.
• Ability to advocate for each caller while providing accurate information and unbiased advice.
• Ability to overcome common challenges customer support specialists face (customer frustration, customer pushback, emotional impact, dealing with unknown situations).

Skills and Competencies

* Dynamic people skills that demonstrate professionalism, empathy, respect, patience, and being a team player in everything that you do.

• Excellent communication and interpersonal skills, with the ability to effectively communicate with callers and other team members.
• Strong problem-solving and critical thinking skills, with the ability to analyze complex situations and provide effective solutions.
• Ability to work in a fast-paced environment, adapting to new processes and procedures as needed.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

Career Growth Opportunities and Learning Benefits

* Opportunities for professional growth and development, including training and mentorship programs.

• Collaborative and supportive work environment, with a focus on teamwork and open communication.
• Flexible work arrangements, including remote work options and flexible hours.
• Competitive compensation and benefits package, including paid time off and holidays.

Work Environment and Company Culture

* blithequark is committed to fostering a culture of unconditional Acceptance and Belonging in our practices, processes, and relationships.

• Our team is passionate about delivering exceptional customer experiences and making a positive impact in the community.
• We value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all.

Compensation and Benefits

* Competitive hourly rate of $17.75 per hour.

• Flexible work arrangements, including remote work options and flexible hours.
• Opportunities for professional growth and development, including training and mentorship programs.
• Collaborative and supportive work environment, with a focus on teamwork and open communication.
• Competitive compensation and benefits package, including paid time off and holidays.

How to Apply

If you're a motivated and empathetic individual with a passion for delivering outstanding customer experiences, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is welcoming and inclusive for all.

Contact Information

For more information about this role or to apply, please contact us at [insert contact information]. We look forward to hearing from you! Apply for this job