Experienced Full Stack Customer Support Specialist – Chat & Sales Expert for Remote Inbound Customer Service

Join the Team at blithequark: Revolutionizing Customer Experience

blithequark is a pioneering company that's transforming the way customers interact with businesses. We're on a mission to create a seamless and personalized experience for our customers, and we're looking for a talented Customer Support Specialist to join our team. As a Support Specialist, Chat, you'll be the face of blithequark, providing top-notch customer service and sales support to our customers through live chat sessions.

About blithequark

blithequark is a B2B tech platform that's redefining the tire replacement industry. We're committed to making tire replacement "way simple, way better." Our innovative approach has enabled us to grow rapidly, and we're looking for talented professionals like you to join our team. At blithequark, we value inclusivity, collaboration, and innovation. Our remote-first workplace allows us to work flexibly and efficiently, and we're dedicated to providing a supportive and dynamic work environment.

Job Summary

We're seeking an experienced Customer Support Specialist to join our team as a remote inbound customer service representative. As a Support Specialist, Chat, you'll be responsible for responding to inbound sales leads, providing superior tire knowledge and technical assistance, and finalizing sales. You'll also proactively make outbound contacts to identify opportunities to increase tire sale revenues. If you have a passion for delivering exceptional customer service, a proven track record of success in sales, and excellent communication skills, we want to hear from you.

Key Responsibilities

• Respond to inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close sales
• Proactively make outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues
• Meet or exceed individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service
• Listen and learn about our products to become a subject matter expert and voice for our brand
• Effectively manage change related to promotional offerings, new products, technology, processes, and systems
• Handle inbound live chat sessions from online customers
• Verify customer account information and order information
• Consistently respond to client questions and comments with correct grammar and punctuation via chat with complete and correct information
• Process online orders, returns, replacements, adjustments, warranties, and installations
• Track deliveries, installation, inventory, pricing, and ensure all customers' needs are met
• Manage customer issues, ensuring 100% customer satisfaction, including telephone and email follow-up
• Understand and resolve customer questions, concerns, issues, and needs
• Maintain positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs
• Work with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction

Essential Qualifications

• Minimum of 1 year of contact center experience with at least 6 months chat and sales experience required
• Experience with inbound and outbound product and service sales
• Demonstrated ability to navigate computer programs, chat applications, programs, and systems that support the initiatives of the contact center
• High school diploma/GED required, associate's/bachelor's degree or equivalent experience preferred
• Must have experience in helping customers and providing customer service
• Must be adaptable and dependable - proven ability to follow through on tasks and adhere to flexible work schedules and shifts
• Clear and concise written and oral communicator with proven ability to address customer needs through written and oral mediums
• Demonstrates technical savvy and ability to learn and navigate computer systems
• Ability to quickly build and develop open, honest, and friendly rapport with customers

Preferred Qualifications

• Bilingual - ability to fluently speak and write in Spanish is a bonus
• Prior experience in tire or automotive industry is a bonus
• Prior experience working in a remote environment is a bonus

Skills and Competencies

• Excellent customer service skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment
• Proven ability to meet or exceed sales targets
• Technical savvy and ability to learn new systems and software
• Ability to work independently in a remote environment

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to providing our employees with opportunities for growth and development. We offer:

• Comprehensive training program to help you develop your skills and knowledge
• Regular feedback and coaching to help you meet your performance goals
• Opportunities for career advancement and professional growth
• Flexible work arrangements, including remote work options

Work Environment and Company Culture

At blithequark, we value inclusivity, collaboration, and innovation. Our remote-first workplace allows us to work flexibly and efficiently, and we're dedicated to providing a supportive and dynamic work environment. We offer:

• Flexible work arrangements, including remote work options
• Opportunities for professional growth and development
• Inclusive and collaborative culture
• Recognition and rewards for outstanding performance

Compensation and Benefits

The compensation offered for this position will depend on qualifications, experience, and geographic location. This position is primarily paid on a highly incentivized commission structure. The starting compensation is expected to be $19.50/hour.

Working Hours and Schedule Details

• Closed Thanksgiving Day, Christmas Day
• Holiday blackout period: Nov 24th thru Dec 31st
• Support specialist schedules vary based upon business need

Working Conditions and Physical Effort

• Ability to sit for long periods of time
• Talking through the computer for many meetings and one-to-one conversations
• Continuous viewing of a computer monitor and data entry
• Travel as necessary (<10%)

Equal Employment Opportunity

blithequark is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact blithequark's Human Resources Department to discuss your specific needs.

Conclusion

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you. Join our team at blithequark and be part of a dynamic and innovative company that's revolutionizing the tire replacement industry. Apply now to take the first step towards a rewarding and challenging career with blithequark.