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 where no two days are the same? If so, we invite you to join blithequark's dynamic team as a Support Specialist, Chat. In this remote role, you'll be the face of our brand, providing top-notch support to customers through digital chat, phone, and email. As a key member of our customer-facing team, you'll have the opportunity to grow your skills, build meaningful relationships, and contribute to the success of our organization.

About blithequark

blithequark is a leading provider of innovative solutions in the tire and automotive industry. Our mission is to empower customers with exceptional products, services, and experiences that exceed their expectations. As a remote Support Specialist, Chat, you'll be part of a talented team that's dedicated to delivering outstanding results, fostering a culture of collaboration, and promoting a work-life balance that supports your well-being.

Key Responsibilities

As a Support Specialist, Chat, 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 the sale.
• 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 the sale.
• 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 (but not limited to) telephone and email follow-up. Understanding and resolving customer questions, concerns, issues, and needs. 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'll 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 – proven ability to follow through on tasks and adhere to flexible work schedules and shifts.
• Clear and concise written and oral communicator with 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 in order to move through and solve customer challenges.
• Bilingual – ability to fluently speak and write in Spanish is a bonus.
• Prior experience in 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 will give you a competitive edge:

• Prior experience working in a fast-paced, dynamic environment.
• Proven track record of meeting or exceeding sales and customer satisfaction targets.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Familiarity with CRM software and other customer service tools.

Working Hours and Schedule Details

As a remote Support Specialist, Chat, you'll enjoy a flexible schedule with the following benefits:

• Closed Thanksgiving Day, Christmas Day
• Holiday blackout period: Nov 24th thru Dec 31st
• Support specialist schedules vary based upon business need

Working Conditions and Physical Effort

This role requires:

• Ability to sit for long periods of time.
• Talking through the computer for many meetings and one-to-one conversations.
• Continuous viewing of a computer monitor and data entry.
• Travel as necessary (Apply for this job