Experienced Customer Experience Specialist – Rotating 2nd and 3rd Shift at blithequark
Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a dynamic environment where no two days are the same? Look no further! blithequark is seeking an experienced Customer Experience Specialist to join our team, working a rotating 2nd and 3rd shift schedule.
About blithequark
blithequark is a privately held organization that has been committed to growing organically and has doubled our revenue in the past 10 years. We pride ourselves on our "White Glove" service model, delivering the best patient experience possible. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in our industry.
The Role
As a Customer Experience Specialist at blithequark, you will be responsible for providing exceptional customer service to our clients, resolving issues in a timely and professional manner, and working collaboratively with our team to achieve our goals. This is a remote opportunity, with a 2-week training period at our Downers Grove, IL location.
Work Schedule
We require flexibility and a willingness to work overtime when needed. Your schedule will be rotating, with the following shifts:
- 1st and 3rd week:
+ Saturday: 10:30pm - 7:00am + Sunday: off + Monday: off + Tuesday: 10:30am - 11:00pm (12 hours) + Wednesday: 10:30pm - 7:00am + Thursday: off + Friday: 10:30am - 11:00pm (12 hours)
- 2nd and 4th week:
+ Saturday: 2:30pm - 11:00pm + Sunday: 2:30pm - 11:00pm + Monday: off + Tuesday: 10:30pm - 7:00am + Wednesday: off + Thursday: 2:30pm - 11:00pm + Friday: 10:30pm - 7:00am
Key Responsibilities
As a Customer Experience Specialist, you will 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
- Using 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-up 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 will need:
- Customer service experience, preferably in a call center or scheduling environment
- Strong ability to prioritize and multitask with attention to detail
- Excellent time management and organizational skills, with a focus on prioritizing and multitasking
- 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 would be beneficial:
- Experience working in a healthcare or medical device industry
- Familiarity with OMS and other web-based system tools
- Experience working in a fast-paced, dynamic environment
Work Environment and Culture
At blithequark, we value our employees and strive to create a healthy and happy work environment. We offer a diverse blend of benefits, incentives, and business practices that promote work-life balance and professional growth. Our team is passionate about delivering exceptional customer experiences, and we are committed to supporting each other in achieving our goals.
Compensation and Benefits
We offer a competitive salary, travel allowance, and a range of benefits, 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
- Company-paid short-term disability
- Voluntary long-term disability options
- Flexible 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 are committed to supporting the growth and development of our employees. We offer a range of opportunities for professional development, including:
- Training and development programs
- Mentorship and coaching
- Opportunities for advancement and career growth
- A culture that values innovation and creativity
How to Apply
If you are a customer-centric professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
blithequark is an equal employment opportunity employer. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We do not discriminate on the basis of race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status, or any other category protected by applicable law. Apply for this job