Experienced Full Stack Customer Service Representative – Onsite and Remote Operations at Blithequark

About Blithequark

At Blithequark, we're dedicated to delivering exceptional customer experiences and building lasting relationships. As a leader in our industry, we're committed to fostering a culture of innovation, teamwork, and growth. Our customer service team plays a vital role in driving our success, and we're looking for talented professionals to join our ranks.

Job Summary

We're seeking an experienced Customer Service Representative to join our team at Blithequark. As a key member of our customer experience team, you'll be responsible for handling a wide range of customer inquiries, providing product information, and resolving issues in a fast-paced environment. If you have a passion for delivering exceptional customer service, excellent communication skills, and experience with ERP systems, we want to hear from you!

Key Responsibilities

• Process orders in a fast-paced environment, ensuring accuracy and efficiency.
• Provide knowledgeable answers to customers regarding product, pricing, and inventory availability inquiries via inbound calls, emails, chat, and SMS.
• Help customers navigate our website and place orders online, providing guidance and support as needed.
• Work with internal departments to meet customers' needs, ensuring seamless communication and resolution.
• Develop and maintain strong customer relationships through relationship building and communication via telephone, email, and other modes of communication.
• Anticipate, identify, manage, and proactively work to seek solutions for potential problems for customers.
• Review customer orders for accuracy to ensure all information provided is accurate.
• Utilize NetSuite skills to perform tasks such as placing orders, issuing RMA's, checking ETA's, accepting payments, creating DTC accounts, and managing back orders.
• Conduct training for new hires and refresher training as a Super User.
• Answer incoming telephone calls in a courteous and professional manner, providing customers with information on prices, shipping dates, and anticipated delays.
• Comply with quality assurance metrics and update customer order/account information in ERP system.
• Solicit sales of new or additional services and prepare customer reports.
• Maintain files for order-related paperwork in an organized manner and handle customer complaints or escalate if necessary.

Essential Qualifications

Education

• High school diploma, GED, or equivalent experience required.
• College degree preferred.

Experience

• 5+ years of Contact Center experience preferred.
• 2+ years of experience in processing orders.
• 5+ years of experience in customer service.
• 5+ years of experience in a call center environment.
• 1+ year of experience working remotely.
• 1+ year of experience with ERP systems.

Skills and Competencies

• Highly proficient in NetSuite, with skills in:
  • Placing orders
  • Issuing RMA's
  • Checking ETA's
  • Accepting payments
  • Creating DTC accounts
  • Managing back orders
• Excellent time management and organizational skills.
• Strong business acumen and ability to work in a fast-paced environment.
• Excellent oral and written communication skills.
• Strong teamwork and leadership skills.
• Bilingual (Spanish and/or French) preferred.

Technical Skills

• Cross-reference expert searching for parts by dimensions.
• Ability to read diagrams and explain complex concepts.
• Basic understanding of the Starting System and ability to diagnose repair points.
• Using AEP ERP company websites to cross-reference parts.
• Ability to search for parts with little information and diagnose different symptoms to offer solutions.

Drive Organizational Culture

At Blithequark, we're committed to fostering a culture of:

• Positive Attitude: Demonstrating a positive and enthusiastic attitude in all interactions.
• Resourcefulness: Being proactive and resourceful in finding solutions to customer problems.
• Cross-Functional Communication: Communicating effectively with internal departments and customers.
• Change and Innovation: Embracing change and driving innovation in our processes and procedures.
• Passion for Winning: Having a passion for delivering exceptional customer experiences and driving business results.

Work Environment and Benefits

At Blithequark, we offer a:

• Heated and air-conditioned office environment.
• Full-time position with 8-hour shifts, Monday-Friday.
• Competitive salary range of $18.00-$20.00 per hour.
• Comprehensive benefits package, including:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Physical Demands

While performing the duties of this job, the employee is regularly required to:

• Talk and hear.
• Stand and walk.
• Use hands to handle or feel objects.
• Reach with hands and arms.
• Sit for prolonged periods.
• Lift up to 30 lbs. occasionally.

Career Growth Opportunities

At Blithequark, we're committed to the growth and development of our employees. As a Customer Service Representative, you'll have opportunities to:

• Develop new skills and competencies.
• Take on additional responsibilities and challenges.
• Advance in your career.

How to Apply

If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and a cover letter, to [insert contact information].

We're excited to hear from you and look forward to discussing this opportunity further!