Introduction to blithequark
At blithequark, we are dedicated to delivering exceptional customer experiences through our innovative approach to mystery shopping and specialty project work. As a leader in our industry, we strive to build strong relationships with our clients and independent contractor field representatives. Our team is passionate about providing top-notch support, and we are seeking a highly skilled Customer Service Support Specialist to join our remote operations team.
Job Overview
Under the direction of our Operations Manager, the Customer Service Support Specialist will play a vital role in ensuring the successful execution of mystery shops and specialty projects. This position is responsible for communicating with independent contractor field representatives, recruiting and onboarding new representatives, and providing training and support to ensure that all projects are completed to the highest standards. The ideal candidate will be a Minnesota resident, preferably living in or around the Twin Cities of Minneapolis-St. Paul, and will be able to work effectively in a remote environment.
Key Responsibilities
- Assign available project work to shoppers and communicate assignment methodologies and requirements
- Adhere to and understand complex profile and assignment criteria
- Utilize online scheduling interfaces and other technology platforms to review, track, and assign project work
- Ensure assignments are performed by client-driven deadlines, with a goal of 100% completion rate
- Track overdue assignments for assigned territory/clients
- Track, facilitate, and reach out to shoppers after reviewing shop cancellations or shop adjustments, as necessary
- Work with the team to identify the need for additional incentive monies (e.g., bonuses and incentives), as needed
- Monitor and apply approved spend (bonus/incentive) for certain markets, locations, routes, and properties
- Answer and send email correspondence to and from shoppers in a timely and professional manner according to blithequark standards
- Conduct outbound calling as needed to fill open assignments, provide coaching/feedback, and respond to daily voicemails
- Identify, recruit, and communicate with new shoppers to increase engagement and build quality relationships while continuing to develop our shopper network
- Identify process improvement opportunities or best practices and share with colleagues
- Identify and escalate location challenges to the Operations team lead
- Communicate any weekly route adjustments to applicable shoppers, as needed
- Maintain and communicate daily/weekly production metrics to the Operations team lead
- In coordination with colleagues, create and deploy shopper email campaigns
- Provide coaching/feedback to shoppers about shop quality, completion, and submissions
- Review submitted shop reports as needed
- Perform all other duties as assigned or required
Essential Qualifications
To be successful in this role, you will need:
- An Associate's degree or related degree
- 2+ years of prior experience in a related field, preferably in customer service or a similar industry
- Proficient skills in Microsoft Office Suite
- Superior oral and written communication skills with an aptitude for building positive relationships
- Comfortable speaking on the phone with independent contractor teams, as needed
- Exceptional knowledge of the structure and content of the English language, including meaning and spelling of words, and rules of composition and grammar
- Excellent judgment and reasoning skills
- Ability to consistently spot errors and discrepancies
- Strong attention to detail
- Excellent reading comprehension and retention
- Ability to prioritize work to ensure deadlines are met
- Ability to work in a goal-oriented, fast-paced, deadline-driven environment
- Strong project management and organizational skills
- Ability to comprehend complex profile and assignment criteria
- Ability to identify and drive process improvements
Preferred Qualifications
While not required, the following qualifications are preferred:
- Prior experience working in a remote or virtual environment
- Familiarity with online scheduling interfaces and technology platforms
- Experience working with independent contractor teams or in a similar industry
- Knowledge of mystery shopping or specialty project work
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Customer Service Support Specialist, you will have the opportunity to:
- Develop your skills in customer service, project management, and communication
- Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
- Participate in training and development programs to enhance your knowledge and skills
- Contribute to process improvements and best practices
- Advance your career within the company, with opportunities for professional growth and advancement
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment. As a remote team member, you will be part of a dynamic and collaborative team that values open communication, teamwork, and mutual respect. We offer a flexible and autonomous work environment that allows you to work independently and manage your time effectively.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a comprehensive benefits package, opportunities for professional growth and development, and a flexible work environment. As a remote team member, you will also enjoy the benefits of working from home, including reduced commuting time and expenses.
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Support Specialist at blithequark, you will be part of a talented team of professionals who are dedicated to excellence and committed to making a positive impact. Apply today to join our team and take the first step towards a rewarding and challenging career with blithequark!
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