Join the blithequark Team: Delivering Exceptional Customer Experiences and Advancing Health Equity
blithequark is a global organization dedicated to delivering care and leveraging technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you will be an integral part of our team, providing compassionate support to customers and contributing to our mission of advancing health equity on a global scale. With the flexibility to telecommute from anywhere within the U.S., this role offers the perfect blend of work-life balance and professional growth.
About blithequark and Our Culture
At blithequark, we pride ourselves on a culture guided by diversity and inclusion, where talented individuals come together to make a positive impact. Our comprehensive benefits, career development opportunities, and commitment to social responsibility make us an attractive employer for those seeking a fulfilling career. As a global organization, we strive to address health disparities and improve health outcomes, ensuring that everyone has the opportunity to live their healthiest life.
Job Summary
As a Senior Customer Service Representative, you will deliver exceptional experiences to customers, handling 50-70 calls per day and serving as a resource or subject matter expert for team members. Your primary goal will be to provide compassionate support, resolve complex customer issues, and build strong relationships with customers and internal stakeholders. This role requires a high level of emotional intelligence, excellent communication skills, and the ability to work in a fast-paced environment.
Key Responsibilities:
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handle escalated calls, resolving complex customer issues in a one-and-done manner
- Answer incoming phone calls from customers, identify their needs, and provide assistance
- Ask questions, listen actively, and document required information in computer systems
- Intervene with care providers on behalf of customers to assist with appointment scheduling or connections with internal specialists
- Assist customers in navigating blithequark websites and encourage self-sufficiency
- Own problems through to resolution on behalf of customers in real-time or through comprehensive and timely follow-up
- Research complex issues across multiple databases and work with support resources to resolve customer issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet performance goals established for the position in areas such as efficiency, call quality, provider satisfaction, first call resolution, and attendance
Requirements and Qualifications
Essential Qualifications:
- High School Diploma or GED
- Must be 18 years of age or older
- Familiarity with computer and Windows PC applications, with the ability to learn new and complex computer system applications
- Ability to successfully complete Customer Service training classes and demonstrate proficiency of the material
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September), with occasional overtime
Preferred Qualifications:
- 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting, or phone support role
Telecommuting Requirements:
- Ability to keep all company-sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a blithequark-approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
- Ability to multi-task duties and understand multiple products and multiple levels of benefits within each product
- Ability to work regularly scheduled shifts within our hours of operation, including the training period, with flexibility to adjust daily schedule and work overtime and/or weekends as needed
Compensation and Benefits:
blithequark offers a comprehensive benefits package, including:
- Competitive hourly rate ($16.54 - $32.55 per hour, depending on location and experience)
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase and 401k contribution (subject to eligibility requirements)
Career Growth and Development:
At blithequark, we are committed to the growth and development of our employees. As a Senior Customer Service Representative, you will have opportunities to:
- Develop your skills and expertise in customer service and support
- Take on additional responsibilities and challenges
- Participate in training and development programs
- Advance to leadership roles or specialized positions
Work Environment and Culture:
blithequark is an Equal Employment Opportunity/Affirmative Action employer, committed to diversity and inclusion. Our culture is guided by:
- Diversity and inclusion
- Talent and expertise
- Comprehensive benefits and career development opportunities
- Social responsibility and community engagement
How to Apply:
If you are a motivated and compassionate individual looking for a challenging and rewarding role, we encourage you to apply. Please submit your application, including your resume and cover letter, to join our team and start making a positive impact on the lives of our customers.
blithequark is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Application Deadline: This job posting will be active for a minimum of 2 business days or until a sufficient candidate pool has been collected.
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