**Experienced Customer Service Advocate IV – Transformative Resolution Expert for 28 Million Members at blithequark**

About blithequark

At blithequark, we're a diversified, national organization dedicated to revolutionizing the way we deliver exceptional customer experiences. With a commitment to innovation and a passion for making a difference, we're seeking an Experienced Customer Service Advocate IV to join our team. As a key member of our customer care team, you'll have the opportunity to make a lasting impact on the lives of our 28 million members. If you're a customer-centric professional with a passion for resolving complex issues and delivering personalized resolutions, we want to hear from you.

Job Summary

As an Experienced Customer Service Advocate IV at blithequark, you'll be the advocate that focuses on resolving complex issues or concerns for our members or providers. You'll leverage a variety of communication channels to provide timely, accurate, and personalized resolutions on complex complaints and escalations. With a focus on delivering exceptional customer experiences, you'll work collaboratively with our team to identify, document, and resolve customer information and communications, and update leadership on customer needs through root cause analysis, recommendation, and resolution.

Key Responsibilities

• Assess and research customer service needs, determine causes, and initiate corrective actions to other service or technical departments for follow-up as needed. • Provide guidance on various complex member or provider issues to resolve customer inquiries or requests. • Provide members or providers with information and resources to further educate relevance to the complex inquiry or concern. • Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails. • Continuously develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and respond to complex or escalated questions. • May lead the team in member or provider request resolution and collaborate inter-departmentally to resolve inquiries or concerns. • Identify, document, and resolve all customer information and communications and update leadership on customer needs through root cause analysis, recommendation, and resolution. • Collaborate with training teams to develop training materials and/or programs to ensure quality and adherence to policies and procedures. • Record all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution. • Adhere to quality standards, regulations, and confidentiality through various communication channels. • Participate in special projects as needed. • Perform other duties as assigned. • Comply with all policies and standards.

Essential Qualifications

• High School diploma or GED required. • 4+ years of related experience required. • May require vocational or technical education in addition to prior work experience. • Vocation or technical education may include additional on-the-job training or continuous learning education. • College, vocation, or technical education may include additional on-the-job training or continuous learning education preferred. • Customer Service Call Center experience is highly preferred.

Preferred Qualifications

• Bachelor's degree in a related field (e.g., Business, Communications, or Customer Service). • Proven experience in a customer-facing role, with a focus on resolving complex issues and delivering personalized resolutions. • Strong knowledge of customer service principles, policies, and procedures. • Excellent communication, interpersonal, and problem-solving skills. • Ability to work in a fast-paced contact center environment and adapt to changing priorities. • Experience with CRM applications and quality metrics reporting.

Skills and Competencies

• Strong customer service skills, with a focus on resolving complex issues and delivering personalized resolutions. • Excellent communication, interpersonal, and problem-solving skills. • Ability to work in a fast-paced contact center environment and adapt to changing priorities. • Strong knowledge of customer service principles, policies, and procedures. • Ability to analyze complex customer issues and develop effective solutions. • Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams. • Ability to maintain confidentiality and handle sensitive customer information. • Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their careers. As an Experienced Customer Service Advocate IV, you'll have access to a range of learning and development opportunities, including: • On-the-job training and coaching from experienced customer service professionals. • Ongoing training and development programs to enhance your skills and knowledge. • Opportunities for career advancement and professional growth. • Access to a range of benefits, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules.

Work Environment and Company Culture

At blithequark, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on a foundation of: • Respect and empathy for all employees and customers. • A commitment to diversity, equity, and inclusion. • A focus on innovation and continuous improvement. • A passion for delivering exceptional customer experiences. • A culture of open communication, transparency, and accountability.

Compensation, Perks, and Benefits

As an Experienced Customer Service Advocate IV at blithequark, you'll receive a competitive compensation package, including: • $22.07 - $37.25 per hour, based on an individual's skills, experience, education, and other job-related factors permitted by law. • Comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules. • Opportunities for career advancement and professional growth. • Access to a range of learning and development opportunities, including on-the-job training, coaching, and ongoing training and development programs.

How to Apply

If you're a customer-centric professional with a passion for resolving complex issues and delivering personalized resolutions, we want to hear from you. To apply for the Experienced Customer Service Advocate IV role at blithequark, please submit your application through our website. We look forward to hearing from you and exploring how you can join our team and make a difference in the lives of our 28 million members. Apply for this job