Experienced Customer Support Specialist – Delivering Exceptional Service and Driving Business Growth at blithequark

Introduction to blithequark At blithequark, we pride ourselves on being a leader in our industry, dedicated to providing top-notch service and support to our customers, members, and stores. As a company, we value exceptional customer experiences, and our team plays a vital role in making that happen. We're now seeking an experienced Customer Support Specialist to join our dynamic team in Clifton, New Jersey. If you're passionate about delivering outstanding service, solving problems, and driving business growth, we want to hear from you! Job Summary As a Customer Support Specialist at blithequark, you will be responsible for providing service and support for all lines of business, handling inquiries from customers, members, or stores. Your primary focus will be on delivering exceptional service, addressing issues, and improving the overall customer experience. You will work closely with our team to identify areas for improvement and provide valuable input for overall experience and improvement strategies. Key Responsibilities Promptly resolve inquiries from stores, members, and customers via phone, email, or chat, ensuring timely and effective communication. Provide accurate, valid, and complete information to stores, members, and customers by effectively utilizing the proper methods and tools. Listen to stores, members, and customers' concerns and complaints, identifying the root causes of problems and providing appropriate solutions and alternatives. Work in one or multiple queues and/or skill sets, adapting to changing priorities and requirements. Follow up with customers to ensure resolution and provide ongoing support as needed. Collaborate with publishers to check price, availability, and terms for institutional and bookseller store events, placing orders with publishers by phone, email, or portal as required. Handle outbound calls and emails to various vendors for product and order inquiries, ensuring timely and effective communication. Complete all follow-up work related to customer orders and open incidents, maintaining accurate records and ensuring seamless issue resolution. Participate actively in department meetings, providing vital feedback to improve the development of various new programs and initiatives. Support additional duties as necessary during high-volume or promotional periods, demonstrating flexibility and adaptability. Complete work according to standards determined by the department head, manager, and/or supervisor, ensuring consistency and quality in all interactions. Escalate issues appropriately, using good judgment to determine when to involve senior team members or other departments. Adhere to the work schedule as set by the needs of the contact center, ensuring adequate coverage and support during operating hours. Essential Qualifications 2-3 years of customer service experience, preferably in a similar industry or role. Excellent written and verbal communication skills, with the ability to articulate complex information clearly and concisely. Ability to manage multiple projects simultaneously, prioritizing tasks and maintaining attention to detail in a fast-paced environment. Technological proficiency, with excellent Microsoft Office Suite skills and the ability to learn new systems and tools quickly. Ability to analyze customer situations, identify root causes, and provide effective solutions, demonstrating strong problem-solving and critical thinking skills. Troubleshooting, reporting, and logical thinking skills, with the ability to approach complex issues in a methodical and analytical manner. Organizational and teamwork skills, with the ability to work collaboratively with colleagues and stakeholders to achieve shared goals. Ability to organize, plan, and prioritize workload, managing time efficiently and meeting deadlines in a dynamic environment. Preferred Qualifications Experience working in a contact center or customer-facing role, with a strong understanding of customer service principles and practices. Knowledge of the book industry or a similar field, with a passion for delivering exceptional customer experiences and driving business growth. Ability to communicate effectively with credibility and confidence, building trust with customers, members, and stores. Open to feedback and able to reflect on insights to develop and grow, demonstrating a commitment to ongoing learning and professional development. Curious and enthusiastic about developing deep knowledge about books and the industry, staying up-to-date with trends and developments. Skills and Competencies Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, members, and stores. Strong problem-solving and critical thinking skills, with the ability to approach complex issues in a methodical and analytical manner. Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously. Technological proficiency, with the ability to learn new systems and tools quickly and adapt to changing technology landscapes. Strong organizational and time management skills, with the ability to manage workload and meet deadlines in a dynamic environment. Ability to work collaboratively with colleagues and stakeholders, building strong relationships and achieving shared goals. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Support Specialist, you'll have access to ongoing training and development opportunities, including: Comprehensive onboarding program, introducing you to our systems, processes, and culture. Ongoing coaching and feedback, helping you develop your skills and address areas for improvement. Opportunities for career advancement, with a clear path for progression and growth within the company. Access to industry-leading training and development programs, helping you stay up-to-date with the latest trends and best practices. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. As a Customer Support Specialist, you'll be part of a close-knit team that's passionate about delivering exceptional customer experiences. Our company culture is built on values of: Customer obsession, with a focus on delivering exceptional service and support. Collaboration and teamwork, with a emphasis on building strong relationships and achieving shared goals. Innovation and creativity, with a willingness to try new approaches and embrace change. Continuous learning and development, with a commitment to ongoing training and growth. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including: A starting hourly rate of $18.00, depending on experience, seniority, geographic location, and other factors permitted by law. Full-time benefits, including sick pay, employee discount, vacation, personal days, and company holidays. 401(k) plan, health benefits, disability, life insurance, transit, and tuition reimbursement. Opportunities for career advancement and professional growth, with a clear path for progression and development. Conclusion If you're passionate about delivering exceptional customer experiences, solving problems, and driving business growth, we want to hear from you! As a Customer Support Specialist at blithequark, you'll be part of a dynamic team that's dedicated to making a difference. With a competitive compensation package, ongoing training and development opportunities, and a supportive work environment, this is an opportunity you won't want to miss. Apply now to join our team and start your journey with blithequark!