Technical Customer Experience Representative – Hybrid Work Model with Opportunities for Growth and Professional Development

Welcome to blithequark

At blithequark, we're passionate about creating a safer world for everyone. As a high-tech home security company, we're dedicated to protecting the lives and properties of our customers. Our culture is built on collaboration, innovation, and a deep commitment to our employees' growth and success. We believe in fostering a no-ego environment where everyone can thrive, learn, and make a significant impact. If you're looking for a challenging and rewarding career, you're in the right place.

Our Hybrid Work Model

We're embracing a hybrid work model that offers the best of both worlds. Our teams split their time between working from our office and remote work, allowing for flexibility and autonomy. We expect our teams to come together in the office on two core days, typically Tuesday, Wednesday, or Thursday, to collaborate and work together in person. The rest of the week, you can choose where you work, ensuring you have the perfect balance between structure and freedom.

Why We're Hiring

We're growing and thriving, and we need talented, motivated, and humble individuals to join our team. As a Technical Customer Experience Representative, you'll play a vital role in ensuring our customers receive exceptional support and service. If you're passionate about helping others, have a strong work ethic, and are eager to learn and grow, we want to hear from you.

Job Overview

In this role, you'll be responsible for providing top-tier technical support to our customers, responding to inbound calls, and resolving issues promptly and efficiently. You'll educate customers on system installation and use, troubleshoot problems, and use your problem-solving skills to address concerns. As a key member of our team, you'll be expected to work independently and collaboratively, prioritizing tasks, and managing your time effectively in a fast-paced environment.

Primary Responsibilities:

• Respond promptly, courteously, and knowledgeably to technical support inquiries
• Provide exceptional customer service, aiming for first-call resolution
• Educate customers on system installation, use, and troubleshooting
• Utilize prior customer support experience to enable customer success and happiness
• Use problem-solving skills to solve customer issues and address concerns
• Make outbound calls to current customers to address issues, as needed

What You'll Bring

To succeed in this role, you'll need:

• Proven success in a phone-based customer service or call center position
• Ability to understand and determine root causes of customer issues
• Comfort with technology and ability to provide technical assistance for consumer electronics
• Proven record of outstanding attendance and timeliness in a structured environment
• Strong work ethic and drive to contribute to company goals
• Clear and effective phone communication skills to ensure all customer issues are resolved
• Ability to work independently and in a team setting
• Ability to prioritize tasks and manage time effectively in a fast-paced environment
• Positive, can-do attitude and eagerness for continuous improvement
• Strong commitment to customer happiness and satisfaction

Requirements and Qualifications

To be eligible for this role, you must:

• Be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for a national criminal records search and a Virginia criminal history search, and final certification approval from DCJS
• Have a high school diploma or equivalent
• Have a strong understanding of customer service principles and practices
• Be able to work in a hybrid environment, with a mix of office and remote work

Perks and Benefits

At blithequark, we offer a range of perks and benefits to support your well-being, growth, and success, including:

• Competitive hourly rate, starting at $20 per hour
• Opportunities for career progression and professional development
• Medical, dental, and vision benefits, starting on day one
• Matching 401(k) up to 4%
• Holiday pay and paid time off
• Team-building activities and social events
• Employee referral programs and incentives

Our Values

We're committed to living our values every day, which include:

• Customer Obsessed: Building deep empathy for customers and developing strong, long-term relationships with them
• Aim High: Always challenging oneself and others to raise the bar
• No Ego: "No job too small" attitude, and open, inclusive, and humble style
• One Team: Highly collaborative approach to achieving success
• Lift As We Climb: A track record of investing in developing others and helping others succeed
• Lean & Nimble: Working with agility and efficiency to experiment in an often-ambiguous environment

Diversity, Equity, and Inclusion

We're an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We're committed to full support of qualified individuals in hiring and employment, and we'll work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship.

How to Apply

If you're passionate about delivering exceptional customer experiences, are eager to learn and grow, and share our values, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to Apply Job!. We can't wait to hear from you and explore how you can contribute to our team's success.