Experienced Customer Care Representative II for Order Placement and Resolution – Delivering Exceptional Service in a High-Volume Call Center Environment at blithequark

Introduction to blithequark and the Industry blithequark is a leading provider of medical supplies and services, dedicated to improving the lives of patients and healthcare professionals alike. As a key player in the healthcare industry, blithequark recognizes the importance of exceptional customer service in building strong relationships with its customers and driving business success. With a focus on delivering high-quality products and services, blithequark is committed to providing an outstanding customer experience that sets it apart from the competition. Job Summary The Representative II, Customer Care Order Placement role at blithequark is an exciting opportunity for a highly skilled and motivated customer service professional to join our team. As a Representative II, you will be responsible for answering inbound calls from customers to place orders or reorders of medical supplies, acting as a liaison to resolve order issues, and providing exceptional customer service in a high-volume call center environment. You will be the primary point of contact for our customers, and your goal will be to deliver a world-class customer experience that exceeds their expectations. Key Responsibilities Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies, demonstrating a sincere interest in the speaker and a commitment to resolving their issues. Handle high call volumes consistently throughout the workday, maintaining composure and professionalism in complex and sensitive situations. Process orders for new and existing customers, collecting necessary information for insurance billing and collecting payment as needed. Operate company-provided hardware and navigate multiple computer programs to address customer concerns and resolve issues efficiently. Consult with Supervisor or Team Lead on complex and unusual problems, demonstrating a willingness to learn and grow in your role. Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards, maintaining the highest level of integrity and ethics in your work. Navigate multiple systems and consult with internal resources to provide order status updates and achieve first-time call resolution, demonstrating a commitment to efficiency and effectiveness. Interpret insurance terminology, plans, and documentation, explaining complex concepts in an easy-to-understand way to our customers. Explain blithequark's products and offerings to customers, ensuring compatibility with their conditions and needs. Identify and communicate appropriate next steps and expectations to customers based on system messaging, insurance requirements, and order placement process, demonstrating a proactive approach to customer service. Maintain a positive, empathetic, and professional attitude toward customers and coworkers at all times, contributing to a positive and supportive team culture. Essential Qualifications High school diploma, GED, or equivalent, or equivalent work experience, preferred. 2-4 years of experience in a high-volume call center, where communication and active listening skills have been utilized, preferred. Previous experience working in a remote or work-from-home setting, preferred. Prior experience working with Microsoft Office, preferred. Prior experience working with order placement systems and tools, preferred. Customer service experience in the healthcare industry, preferred. Root cause analysis experience, preferred. Familiarity with call-center phone systems, preferred. Excellent phone skills with a focus on quality, demonstrating a commitment to delivering exceptional customer service. Previous experience achieving daily call center metrics, including average handle time, adherence, average speed to answer, and QA, preferred. Preferred Qualifications Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing circumstances and priorities. Strong problem-solving and analytical skills, with the ability to think critically and creatively to resolve complex customer issues. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, coworkers, and other stakeholders. A strong commitment to delivering exceptional customer service, with a focus on exceeding customer expectations and driving business success. Skills and Competencies Strong communication and active listening skills, with the ability to understand and respond to customer needs and concerns. Excellent problem-solving and analytical skills, with the ability to think critically and creatively to resolve complex customer issues. Strong attention to detail, with the ability to accurately process orders and resolve customer issues efficiently. Ability to work in a fast-paced, dynamic environment, with a proven ability to adapt to changing circumstances and priorities. Strong interpersonal skills, with the ability to build strong relationships with customers, coworkers, and other stakeholders. A strong commitment to delivering exceptional customer service, with a focus on exceeding customer expectations and driving business success. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Representative II, Customer Care Order Placement, you will have access to training and development programs, mentorship, and coaching to help you build your skills and knowledge and achieve your career goals. You will also have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer service and driving business success. Work Environment and Company Culture blithequark is a dynamic and supportive work environment that values diversity, equity, and inclusion. We are committed to creating a workplace culture that is positive, inclusive, and respectful, where all employees feel valued, supported, and empowered to succeed. As a remote employee, you will be part of a virtual team that is connected by a shared commitment to delivering exceptional customer service and driving business success. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including an hourly rate of $15.75 - $18.50 per hour, depending on experience. You will also be eligible for a range of benefits, including medical, dental, and vision coverage, paid time off, health savings account, 401k savings plan, and access to wages before payday with myFlexPay. We also offer flexible spending accounts, short- and long-term disability coverage, work-life resources, paid parental leave, and healthy lifestyle programs. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for the Representative II, Customer Care Order Placement role at blithequark. This is an exciting opportunity to join a dynamic and supportive team that is committed to driving business success and making a positive impact on the lives of our customers. Don't miss out on this opportunity to take your career to the next level and make a difference in the lives of others. Apply today!