Introduction to blithequark
blithequark is a fast-growing, nationally recognized direct-to-consumer brand that offers high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are committed to providing exceptional customer experiences and are seeking a driven, detail-oriented Customer Advocate to join our team.
About the Role
If you thrive in a fast-paced environment with high standards that holds you accountable and rewards accomplishments, look no further. As a Customer Advocate at blithequark, you will be paid well for your contributions, sound decisions, and results. You will have the flexibility to balance both home and work according to your needs, and your natural curiosity will be rewarded through continued professional development opportunities. Living our core values is non-negotiable; you treat others with respect and dignity and expect it in return. Fostering an environment of transparency and authenticity, where one can bring one's whole self to work, and where differences are celebrated comes naturally to you. Finally, working in an environment where you are appreciated and valued is an important factor in your work life.
The Customer Advocate's Mission
The Customer Advocate's mission is to treat customers as we would want to be treated. Our Customer Advocates are responsible for maintaining customer satisfaction through inbound/outbound phone calls, email support tickets, chats, forums, and any other avenues of communication within the company. The Customer Advocate's mission is to help the company grow with exceptional customer satisfaction. By doing this, the Customer Advocates will resolve problems and make the process easy for the customer while building and maintaining the blithequark reputation.
Key Responsibilities
- Answering inbound customer calls in a friendly manner while using active listening skills.
- Using upselling techniques to promote products and services.
- Responding to inbound digital communication from customers in a friendly manner and handling each customer as if they were the ONLY customer.
- Interpreting digital communication to understand customer issues fully.
- Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions).
- Updating very detailed notes in our system for each customer to ensure an excellent history in case the customer calls again, and they will not have to re-explain the situation.
- Maintaining knowledge of our products and services.
- Following our Quality Assurance standards at all times and meeting all KPI targets.
- Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management.
- Preventing cancellations or returns where possible.
- Understanding when to forward escalated issues to management.
- Having full knowledge of our internal systems and procedures to answer customer questions correctly.
- Creating and revising Standard Operating Procedures (SOPs) as needed and having them approved by management.
- Understanding current promotions fully and using appropriate Ad Codes when placing orders.
- Identifying trends heard from customers and reporting these trends to management in detail with data.
- Reporting any system issues to management for immediate investigation.
- Handling special projects when delegated by management.
- Helping with training new representatives.
Essential Qualifications
To be successful in this role, you will need to have:
- High School Graduate or GED.
- 2 years + of contact center experience in a call center-related field, including customer service.
- Understanding of the demands of working in a fast-paced environment and providing customer excellence.
- Comfortable upselling and using active listening skills.
- Strong grammar and communication skills.
- Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats.
- Ability to achieve daily KPIs for phone, email, and chat.
- A mindset that is open and ready to embrace change.
- Coachable - this is key in hitting required monthly QA KPI measurements.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Previous experience working in a remote environment.
- Familiarity with customer service software and technology.
- Experience with data analysis and reporting.
- Knowledge of marketing and sales principles.
Skills and Competencies
To be successful in this role, you will need to have:
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving skills.
- Detail-oriented and adaptable.
- Ability to work independently and collaborate within a dynamic multi-department environment to achieve common goals.
- Organize and manage multiple priorities simultaneously.
- Take ownership and be self-motivated and resourceful to find problem solutions.
- Be data and results-driven.
- Learn quickly in a fast-paced open-plan environment.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Advocate, you will have access to:
- Continued professional development opportunities.
- Training and coaching to help you achieve your goals.
- Opportunities for advancement within the company.
- A dynamic and supportive work environment.
Work Environment and Company Culture
At blithequark, we value our employees and strive to create a positive and supportive work environment. As a Customer Advocate, you will be working in a remote environment, but you will still be part of a dynamic and collaborative team. Our company culture is built on the following core values:
- Get the important stuff done - we look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large, and how to organize their priorities to drive business value in the right ways.
- Actively and eagerly seek to learn, improve, and grow - we look for individuals with intellectual curiosity and a questioning mindset.
- Ask questions and use data to make decisions - we look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
- “We” not “I” - we value knowing how to cooperate with peers and leaders to help the team achieve its goals.
- See the glass half full - we look for individuals who take ownership of their role and demonstrate enthusiasm, excitement, and passion for their work.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, including:
- Great pay and bonus program.
- Company-paid medical coverage.
- Vision and dental coverage.
- 401K with company match.
- Generous PTO policy.
- Paid maternity/parental leave.
- Employee referral bonus.
- Student loan repayment program.
- Volunteer time off.
- Professional development fund.
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for the Customer Advocate position at blithequark. As a Customer Advocate, you will be part of a dynamic and supportive team and will have the opportunity to make a real difference in the lives of our customers. Don't miss out on this exciting opportunity to join our team and take your career to the next level. Apply now to become a part of the blithequark team!
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