Experienced Customer Care Coordinator – Delivering Personalized Support and Exceptional Service Experience to Valued Customers at blithequark

Introduction to blithequark At blithequark, we pride ourselves on providing personalized attention to our associates, focusing on developing our people by building proud, dynamic teams while helping them reach their personal and professional goals. As a leader in our industry, we continuously strive to make blithequark an employer of choice and "a great place to work!" Our commitment to excellence extends to our customers, and we are dedicated to delivering the highest level of service and support. If you are passionate about customer care and are looking for a challenging and rewarding role, we invite you to join our team as a Customer Care Coordinator. Position Overview The Customer Care Coordinator role at blithequark is a critical position that requires a unique blend of customer service, communication, and problem-solving skills. As a Customer Care Coordinator, you will be responsible for receiving inbound and making outbound calls to resolve customer concerns in a timely and professional manner. You will also coordinate and resolve customer follow-up requests as a liaison between branches and customers, ensuring that we provide and maintain the highest level of customer service. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Key Responsibilities Receive inbound and make outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner, deviating from routine procedures as needed to diagnose the root cause of more complex customer issues. Coordinate and resolve customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service. Prioritize open, overdue, and/or critical customer follow-up requests or customer concerns and escalate to management as needed. Review and respond to customer feedback collected through external sources, compiling statistical data (e.g., net promoter scores, or NPS), identifying trends, and reporting to the management team. Make contact with cancel request customers to retain business, probing to identify the root cause and using approved customer save offers (e.g., discounts, service calls) to retain customers. Complete special projects to support branch operations and efficiency as needed. Enter and maintain customer data (e.g., contact information, service plan, billing information) into the customer database accurately and in a timely manner. Research the customer database for account and service history and information to resolve customer concerns. Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. Assess customer needs for additional services and up-sell as appropriate. Identify and communicate improvement opportunities or trends impacting the customer experience to management. Receive customers and vendors at the assigned branch as needed. Essential and Preferred Qualifications To be successful in this role, you will need to possess a high school diploma or GED, with an associate's degree preferred. You should have at least 2-3 years of customer service experience, with experience resolving escalated customer service issues required. Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) is also essential. As a Customer Care Coordinator at blithequark, you will be expected to have excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities. Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Excellent customer service and communication skills. Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities. Strong problem-solving and analytical skills, with the ability to diagnose the root cause of complex customer issues. Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint). Ability to work effectively in a team environment and build strong relationships with colleagues and customers. Strong attention to detail and ability to maintain accurate and up-to-date records and databases. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our associates. As a Customer Care Coordinator, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and formal training courses. You will also have the opportunity to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills. With a strong focus on internal promotion and career advancement, we encourage our associates to take ownership of their careers and strive for excellence in everything they do. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on a foundation of respect, integrity, and teamwork, with a strong focus on delivering exceptional customer service and support. We believe in fostering a culture of diversity and inclusion, where everyone feels valued and respected. With a range of employee benefits and perks, including medical, dental, and vision insurance, company-matching 401(k), and other programs, we are committed to supporting the well-being and success of our associates. Compensation, Perks, and Benefits The compensation range for this role is $33,410.00 - $60,138.00, depending on experience and qualifications. In addition to a competitive salary, you will also be eligible for a range of benefits and perks, including medical, dental, and vision insurance, company-matching 401(k), and other programs. With a strong focus on work-life balance, we also offer flexible working arrangements and a range of employee discounts and perks. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for the Customer Care Coordinator role at blithequark. With a strong focus on career growth and development, a positive and inclusive work environment, and a range of benefits and perks, we believe that this role offers a unique and exciting opportunity for the right candidate. Don't miss out on the chance to join our team and take your career to the next level – apply today!