Experienced Customer Experience Specialist for 2nd & 3rd Shift - Remote Opportunity at blithequark

Join blithequark, a Leader in Innovative Imaging Solutions At blithequark, we're passionate about delivering exceptional patient experiences through our cutting-edge technology and commitment to outstanding customer service. As a privately held organization, we've consistently grown and doubled our revenue over the past decade. Our "White Glove" service model is at the heart of everything we do, ensuring that our clients receive the best possible support. We're now seeking an experienced Customer Experience Specialist to join our team on a full-time, remote basis, working rotating 2nd and 3rd shifts across the United States.

About the Role

As a Customer Experience Specialist at blithequark, you'll be the primary point of contact for our customers, providing top-notch service and support via phone, email, and our proprietary software. This role requires a unique blend of technical skills, excellent communication abilities, and a customer-centric mindset. You'll work in a fast-paced environment, handling multiple customer requests, resolving concerns, and ensuring seamless communication with our team and vendors.

Key Responsibilities

• Manage incoming customer service phone calls and other customer requests, providing timely and professional support.
• Create service requests and dispatch them accordingly, ensuring prompt resolution of customer concerns.
• Identify and resolve customer issues in a professional and timely manner, using our web-based system tools, such as OMS, Word, and Excel.
• Interact with vendors, customers, and employees via phone, text, and email, escalating service calls when necessary.
• Maintain accurate records of customer interactions, attaching Field Service Reports to service requests in OMS and auditing reports from vendors.
• Act as the nighttime contact for drivers, providing scheduling and maintenance support, and handling inbound and outbound calls to 20-30 drivers nightly.
• Proactively monitor on-time pickups and deliveries, escalating problems to the proper manager contacts as needed.
• Follow HIPAA regulations and ensure effective communication with our daytime team and multiple geographical regions.
• Perform other duties as determined by your manager, including ordering and canceling injectable doses and entering helium readings into OMS.

Essential Qualifications

To succeed in this role, you'll need:

• Customer service, call center, or patient scheduling experience.
• Strong ability to prioritize and multitask with attention to detail.
• Excellent time management and organizational skills.
• Ability to articulate thoughts into clear and concise written and verbal communication.
• Strong written and verbal communication skills.
• Experience working on computers, using Excel, and other Microsoft Office applications.

Preferred Qualifications

While not required, the following skills and experience will be a plus:

• Previous experience in a similar industry or role.
• Familiarity with web-based system tools and software.
• Ability to work in a fast-paced environment with multiple priorities.

What We Offer

At blithequark, we value our employees and strive to create a healthy and happy work environment.

We offer

• Competitive salaries and travel allowance.
• A diverse blend of benefits, including health, dental, and vision insurance, company-paid dental, 401(k) matching, and employee assistance programs.
• Flex PTO and paid holidays.
• Company swag and health club reimbursement.
• Wellness program with generous incentives.
• Employee recognition programs and referral bonus program.
• Job training and professional development opportunities.

Work Environment and Company Culture

As a remote Customer Experience Specialist, you'll work from anywhere in the United States, enjoying the flexibility and autonomy that comes with it. However, you'll be required to attend a 2-week training session at our Downers Grove, IL location. Our company culture is built around a commitment to excellence, innovation, and customer satisfaction. We're dedicated to creating a work environment that's inclusive, supportive, and empowering. Why Join blithequark? By joining our team, you'll become part of a dynamic organization that's shaping the future of imaging solutions. You'll have the opportunity to:

• Develop your skills and expertise in a fast-paced and innovative environment.
• Work with a talented team of professionals who share your passion for customer service and excellence.
• Enjoy a flexible and remote work arrangement that allows you to balance your work and pers