Experienced Full Stack Customer Service Representative – Retention and Solutions with Hybrid Work Arrangement at Blithequark

About Blithequark and Our Industry

Blithequark is a global leader in communications and technology, dedicated to creating meaningful connections with our customers and helping them stay connected to what matters most. With a rich history dating back to the invention of the telephone, we have been at the forefront of innovation, bringing families, communities, and businesses together with the products and services they need to thrive.

Job Summary

We are seeking an experienced Customer Service Representative to join our team as a Premier Service Consultant specializing in customer retention. As a hybrid position, you will work in our center 3-4 days a week and remotely from home 1-2 days a week, reporting to our location at 17000 Cantrell Rd, Floor 2, Little Rock, AR 72223. In this role, you will be the voice of Blithequark, redefining customer service and introducing the latest technology, services, and offers to our customers.

Key Responsibilities

• Assist customers who request to downgrade or cancel services by leveraging solution-based retention strategies to address their needs while reintroducing the value and benefits of our products and services.
• Deliver personalized and timely solutions to effectively service customers and retain their business.
• Instill confidence and loyalty in customers by using problem-solving skills to deescalate issues and reverse the course of cancellation requests into save opportunities.
• Work in a fast-paced environment that handles a high volume of calls, chats, emails, or other types of customer interactions.
• Use multiple tools and systems to resolve various service, billing, and payment inquiries, as well as maintain customer records.
• Simplify the explanation of customer bills, rate plans, and features of Blithequark's products and services.
• Perform basic troubleshooting and/or engage Tier 3 support to resolve various customer-impacting issues that span multiple networks such as Internet, voice, and data services.
• Work a set schedule, including breaks, lunches, and scheduled open time to ensure availability to answer customer calls and provide exceptional service.

Essential Qualifications

• Call center or customer service experience.
• Flexibility to work any schedule during hours of operation, including day, evening, weekend, or holiday hours.
• Occasional overtime may be required.
• Verified internet service (secure, reliable, and dedicated high-speed) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection) for remote work.

Preferred Qualifications

• Previous experience in a retention or sales role.
• Knowledge of telecommunications products and services.
• Excellent problem-solving and communication skills.

Skills and Competencies

• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle a high volume of customer interactions.
• Excellent problem-solving and analytical skills.
• Ability to adapt to new technologies and systems.
• Strong attention to detail and organizational skills.

Career Growth Opportunities and Learning Benefits

At Blithequark, we are committed to the growth and development of our employees. As a Premier Service Consultant, you will have access to:

• Paid training and additional resources to support success in your new role.
• Opportunities for cross-training and career advancement.
• Training on the latest technology, devices, and our entire lineup of products, services, and promotions.

Work Environment and Company Culture

At Blithequark, we pride ourselves on a culture that values innovation, teamwork, and customer satisfaction. Our work environment is dynamic and fast-paced, with a focus on:

• Collaboration and teamwork.
• Continuous learning and development.
• Customer-centricity and a focus on delivering exceptional customer experiences.
• A commitment to diversity, equity, and inclusion.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive salary range of $31,200 - $36,218 per year.
• Up to $12,000 in commissions per year if all sales goals are met.
• Medical, dental, and vision coverage.
• 401(k) plan.
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays).
• Paid Parental Leave.
• Additional sick leave beyond what state and local law require.
• Adoption Reimbursement.
• Disability Benefits (short term and long term).
• Life and Accidental Death Insurance.
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal.
• Employee Assistance Programs (EAP).
• Extensive employee wellness programs.
• Employee discounts up to 50% off on eligible Blithequark mobility plans and accessories, Blithequark internet (and fiber where available), and Blithequark phone.

How to Apply

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply to join our team at Blithequark. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.

Blithequark is an equal opportunity employer committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives.