Experienced Customer Success Specialist 2 - Remote - Delivering Exceptional Service and Support in a Dynamic and Inclusive Environment at blithequark

Introduction to blithequark At blithequark, we are passionate about fostering a culture of inclusivity, well-being, and development, where our team members can thrive and grow. With a rich history dating back to 1929, we have been dedicated to finding solutions that help our customers protect their health and financial well-being. Our commitment to excellence and customer satisfaction has earned us a reputation as a leader in the industry. We are now seeking an experienced Customer Success Specialist 2 to join our remote team, where you will play a vital role in delivering exceptional service and support to our policyholders, medical providers, and sales agents. Job Overview As a Customer Success Specialist 2 at blithequark, you will be responsible for providing top-notch customer service, responding to moderately complex concerns, complaints, and changes, and ensuring that our customers receive the best possible experience. You will be the primary point of contact for our customers, and your expertise and knowledge will be essential in resolving issues, answering questions, and providing solutions. If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Key Responsibilities Receive and respond to phone calls, workflows, and chats from policyholders, medical providers, and sales agents, answering basic to moderately complex questions about life, preneed, or health policies, including claims, benefits, and premiums. Process basic to moderately complex changes, such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations, and other related items. Document all aspects of customer claims to ensure that files have all the required information to fulfill policyholder and/or provider requests. Research systems, websites, and work with internal departments to accurately follow up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers. Plan, coordinate, and execute basic to moderately complex projects to support the business, demonstrating your ability to work independently and as part of a team. Train, mentor, support, and develop less experienced customer success representatives, providing advice, coaching, and educational opportunities to help them grow and succeed. Essential Qualifications High school diploma or GED equivalence. 1+ year of customer service or related experience, with a proven track record of delivering exceptional service and support. Insurance industry experience is a plus, but not required. Working knowledge of the principles, processes, and practices related to customer success, with a strong understanding of customer needs and expectations. Ability to meet and maintain metrics of a Customer Success Specialist 2, including First Call Resolution, efficiency, quality, productivity, core competencies, and other key performance indicators. Average accuracy on judgment for policies, requests, and documentations, with a working attention to detail and a commitment to quality. Strong verbal and written communication skills, with the ability to respond effectively to both internal and external customers, and to communicate complex information in a clear and concise manner. Active listening skills, with the ability to understand concerns and ask relevant questions, and to empathize with customers and provide personalized support. Ability to maintain policyholders, medical providers, and sales agents’ privacy by following state and federal regulations, and to adhere to blithequark's policies and procedures. General knowledge of MS Office (Excel, Word, Outlook), with the ability to learn and adapt to new systems and technologies. Preferred Qualifications 2+ years of customer service or related experience, with a proven track record of delivering exceptional service and support in a fast-paced environment. Insurance industry experience, with a strong understanding of life, preneed, or health policies, and the ability to apply this knowledge to resolve complex customer issues. Working knowledge of customer relationship management (CRM) systems, with the ability to learn and adapt to new systems and technologies. Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions. Ability to work in a remote environment, with a strong ability to self-motivate and manage time effectively. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to helping our team members grow and develop their skills and talents. We offer a range of career growth opportunities and learning benefits, including: LinkedIn Learning Premium access, with a wide range of courses and tutorials to help you develop your skills and knowledge. CliftonStrengths assessment and coaching, to help you understand your strengths and weaknesses, and to develop a personalized plan for growth and development. On-site and virtual workshops and cohorts, featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more, to help you develop your skills and knowledge in areas such as leadership, communication, and customer service. Free world-class insurance acumen courses through AHIP and LOMA, to help you develop your knowledge and understanding of the insurance industry. Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program, to help you achieve your career goals and develop your skills and knowledge. Opportunities to take part in blithequark's mentorship programs, to help you develop your skills and knowledge, and to achieve your career goals. Work Environment and Company Culture At blithequark, we are proud of our inclusive and dynamic work environment, where our team members can thrive and grow. We are committed to fostering a culture of well-being, development, and collaboration, where our team members can work together to achieve our goals and deliver exceptional results. Our core values include: Be dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively. Be trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior. Be determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals. Be collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels. Be open: Embrace diversity and new ideas to create an inclusive environment. Be generous: Embody generosity and compassion by serving a greater purpose and helping others. Be better: Commit to continuous improvement and adapt effectively to change. Be well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits, including: Hybrid availability, with the ability to work from home and in the office. 401(k) with company match, to help you save for your future. Health insurance, to help you and your family stay healthy and well. Paid time off, holidays, and volunteer time off, to help you relax and recharge. Lifestyle Spending Account (LSA), to help you manage your work-life balance and achieve your personal goals. Paternity leave, to help you care for your new baby and spend quality time with your family. Conclusion If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our remote team as a Customer Success Specialist 2. At blithequark, we are committed to helping our team members grow and develop their skills and talents, and to delivering exceptional results for our customers. With a range of career growth opportunities and learning benefits, a competitive compensation package, and a dynamic and inclusive work environment, we believe that blithequark is the perfect place for you to thrive and succeed. Apply now to join our team and start your journey to a rewarding and challenging career in customer success!