Experienced Full Stack Support Specialist – Digital Chat & Customer Service (Remote)

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and have a knack for building strong relationships with customers? If so, we invite you to join blithequark's dynamic team as an Experienced Full Stack Support Specialist – Digital Chat & Customer Service (Remote). As a key member of our remote customer service team, you will play a vital role in creating strong communication pathways between blithequark and its customers, providing superior tire knowledge and technical assistance to finalize and close sales.

About blithequark

blithequark is a leading provider of innovative solutions in the tire industry. Our mission is to empower customers with exceptional products and services, while fostering a culture of excellence, innovation, and customer-centricity. As a remote customer service representative, you will be an extension of our brand, embodying our values of politeness, clarity, and concision in every interaction.

Key Responsibilities

As an Experienced Full Stack Support Specialist – Digital Chat & Customer Service (Remote), your primary responsibilities will include:

• Responding to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close sales.
• Proactively making outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
• Meeting or exceeding individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close sales.
• Listening and learning our products to become a subject matter expert and voice for our brand.
• Effectively managing change related to promotional offerings, new products, technology, processes, and systems.
• Handling inbound live chat sessions from online customers, verifying customer account information and order information.
• Consistently responding to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.
• Processing online orders, returns, replacements, adjustments, warranties, and installations, tracking deliveries, installation, inventory, pricing, and ensuring all customers' needs are met.
• Managing customer issues, ensuring 100% customer satisfaction, including telephone and email follow-up, understanding and resolving customer questions, concerns, issues, and needs, and maintaining positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs.
• Working with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.

Essential Qualifications

To succeed in this role, you will need:

• Minimum of 1 year of contact center experience with at least 6 months chat and sales experience required.
• Experience with inbound and outbound product and service sales.
• Demonstrated ability to navigate computer programs, chat applications, programs, and systems that support the initiatives of the contact center.
• High school diploma/GED required, associates/bachelors degree or equivalent experience preferred.
• Must have experience in helping customers and providing customer service.
• Must be adaptable and dependable, with a proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communicator with a proven ability to address customer needs through written and oral mediums.
• Demonstrates technical savvy and ability to learn and navigate computer systems.
• Ability to quickly build and develop open, honest, and friendly rapport with customers to move through and solve customer challenges.
• Bilingual – ability to fluently speak and write in Spanish is a bonus.
• Prior experience in the tire or automotive industry is a bonus.
• Prior experience working in a remote environment is a bonus.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Prior experience working in a fast-paced customer service environment.
• Experience with CRM software and other customer service tools.
• Strong analytical and problem-solving skills.
• Ability to work in a team environment and collaborate with cross-functional teams.
• Strong communication and interpersonal skills.

Working Hours and Schedule Details

As a remote customer service representative, you will have the flexibility to work from home and create your own schedule. However, you will be required to work a minimum of 40 hours per week, with the possibility of overtime as needed. You will also be required to work during our holiday blackout period, which includes Thanksgiving Day, Christmas Day, and the period from November 24th to December 31st.

Working Conditions and Physical Effort

As a remote customer service representative, you will be required to:

• Sit for long periods of time.
• Talk through the computer for many meetings and one-to-one conversations.
• Continuously view a computer monitor and data entry.
• Travel as necessary (Apply for this job