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!
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