Experienced Customer Service Representative II – Remote Position Supporting National Health Information Program

Introduction to blithequark At blithequark, we are dedicated to providing exceptional customer service experiences that make a meaningful difference in people's lives. As a leading provider of customer service solutions, we are committed to delivering high-quality support to our clients and their customers. Our team is passionate about building strong relationships, resolving issues efficiently, and exceeding expectations. We are now seeking an experienced Customer Service Representative II to join our team in a remote capacity, supporting our national health information program. About the Role In this critical role, you will be responsible for providing top-notch customer service to the public, healthcare providers, and public health professionals via multiple channels, including phone, email, chat, and written letters. As a Customer Service Representative II, you will be the primary point of contact for basic and routine inquiries, as well as more complex issues that require deviation from standard screens, scripts, and procedures. Your exceptional communication skills, empathy, and problem-solving abilities will enable you to provide personalized support, address concerns, and resolve issues in a timely and professional manner. Key Responsibilities Provide customer service for basic and routine inquiries and problems via multiple channels, including phone, email, chat, and written letters Answer incoming calls, emails, chats, and SMS texts, and provide assistance with scheduling vaccines or sending out kits, in accordance with all blithequark performance standards, policies, and procedures Utilize databases and written materials to look up and provide information to telephone, email, and chat inquiries, as well as scheduling appointments and sending out kits Maintain up-to-date knowledge of blithequark's public response, procedures, and policies to provide knowledgeable responses to numerous inquiries in a courteous, timely, and professional manner Track and document all inquiries, appointments, and kits using CRM and applicable systems Meet Quality Assurance (QA) and other key performance metrics Escalate calls, emails, chats, scheduling, or kit-related issues to the appropriate designated group Continually look for and suggest process improvements that will benefit blithequark, our clients, and the public Attend meetings and training as requested and maintain up-to-date knowledge of public response, programs, and systems Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: High school diploma or equivalent with a minimum of six months of customer service experience Ability to speak and write English clearly and professionally Excellent listening, comprehension, communication (verbal and written), problem-solving, and customer service skills Experience working with a PC, MS Word, and Outlook Ability to work from home and comply with remote working policies and requirements Flexibility to work holidays, weekends, and/or alternate schedules to meet operational needs Preferred Qualifications While not required, the following qualifications are preferred: Previous experience with phone systems and headsets Additional training or education in a related field, such as customer service, communications, or healthcare Experience working in a call center or customer service environment Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong communication and interpersonal skills Ability to work independently and as part of a team Excellent problem-solving and analytical skills Ability to adapt to changing situations and priorities Strong attention to detail and organizational skills Ability to maintain confidentiality and handle sensitive information Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative II, you will have access to ongoing training and development opportunities, including: Comprehensive training program to ensure you have the skills and knowledge needed to succeed in your role Ongoing coaching and feedback to help you continuously improve your performance Opportunities for advancement and career growth within the company Access to a wide range of learning resources and tools to help you develop new skills and expand your knowledge Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment. As a remote employee, you will be part of a virtual team that is passionate about delivering exceptional customer service experiences. Our company culture is built on the following values: Respect and empathy for our customers and each other A commitment to excellence and continuous improvement A positive and supportive work environment that encourages collaboration and teamwork A focus on employee growth and development Compensation, Perks, and Benefits As a Customer Service Representative II at blithequark, you can expect a competitive salary and a range of perks and benefits, including: Comprehensive benefits package, including medical, dental, and vision coverage 401(k) retirement savings plan with company match Paid time off and holidays Opportunities for overtime and bonus pay Access to a wide range of discounts and perks, including employee discounts and rewards programs Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative II at blithequark, you will be part of a dynamic team that is dedicated to making a positive impact on people's lives. Don't miss out on this chance to join our team and take your career to the next level. Apply now and discover the blithequark difference!