Experienced Remote Customer Support Coordinator – Delivering Exceptional Omnichannel Experiences for Hearing Care Solutions at blithequark

Welcome to blithequark

At blithequark, we are on a mission to empower tens of millions of people to hear better through convenient, personalized hearing care — at a fraction of the cost thanks to telemedicine. As a leader in the direct-to-consumer hearing care space, we have made significant strides in just three years, backed by our parent company's expertise in intelligent audio solutions. Our partnership with another pioneering audio engineering company has enabled us to make hearing care even more accessible and affordable. We are a data-driven, outcomes-focused team that cares deeply about our employees and customers alike, led by a diverse group of talented thinkers, creators, and doers who are collaborative, compassionate, and passionate.

About Our Team

Our team at blithequark includes individuals from diverse backgrounds, such as actors, sommeliers, top chefs, dancers, black belts, filmmakers, and many four-legged furry friends. We believe in fostering a culture that values creativity, empathy, and innovation, where everyone feels welcome and supported. As a remote Customer Support Coordinator at blithequark, you will be an integral part of our mission to empower people with hearing loss to connect with their world.

Job Overview

In this role, you will provide efficient and friendly assistance to our customers in an omnichannel support environment, with a heavy focus on phone calls, as well as responding to emails, customer tasks, live chats, and other channels. As a representative of our best-in-class customer care team, you will triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.

Key Responsibilities

• Complete inbound work in an omnichannel support environment, with a focus on phone calls, but also including emails, customer tasks, live chats, and other channels
• Independently complete administrative tasks according to standard operating procedures, including:
  • Scheduling and rescheduling customer appointments
  • Processing order cancellations, returns, and warranties
  • Providing customers with shipping and order statuses
  • Placing orders for additional supplies
• Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
• Properly address and route customers' support needs, including complaints, leveraging a proficient and current understanding of blithequark services
• Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
• Ensure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
• Act as an ambassador of the blithequark culture by embodying our values in each internal and external interaction

Essential Qualifications

• 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support
• Strong written and verbal communication skills, delivered with a friendly and professional tone
• Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
• Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
• Comfort working independently and efficiently in a fast-paced, high-touch support environment
• Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails

Preferred Qualifications

• Experience working in a healthcare or hearing care environment
• Familiarity with telemedicine or remote healthcare services
• Knowledge of customer support software and technology
• Certifications or training in customer service or support

Skills and Competencies

To be successful in this role, you will need to possess excellent communication and interpersonal skills, with the ability to work effectively in a remote environment. You should be highly organized, able to prioritize tasks, and manage multiple software systems. A strong understanding of customer support principles and practices, as well as the ability to empathize with customers and provide personalized solutions, is essential.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Coordinator, you will have access to training and development opportunities, including product knowledge, customer support skills, and leadership development. You will also be part of a dynamic team that values innovation, creativity, and collaboration, with opportunities to contribute to process improvements and new initiatives.

Work Environment and Company Culture

Our company culture is built on values of empathy, innovation, and customer-centricity. We believe in fostering a positive and inclusive work environment that supports the well-being and success of our employees. As a remote team, we use technology to stay connected and collaborate effectively, with regular virtual meetings, team-building activities, and social events.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with an hourly rate of $20.00 to $24.00, and a 401k plan with a 4% match. Our benefits package includes excellent medical, vision, and dental insurance, with generous contributions to support your health and well-being. We also offer 12 weeks of paid parental leave, paid time off, and a monthly wellness stipend to support your self-care and priorities.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Coordinator, you will be an integral part of our mission to empower people with hearing loss to connect with their world. Apply now to embark on a rewarding career journey with a dynamic and innovative company that values its employees and customers alike.