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). In this role, you will be the face of blithequark, providing top-notch support to customers through digital chat, phone, and email. As a key member of our remote customer service team, you will play a vital role in driving customer satisfaction, loyalty, and ultimately, business growth.

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. We are committed to fostering a culture of excellence, innovation, and teamwork, where our employees can grow, learn, and thrive.

Key Responsibilities

As an Experienced Full Stack Support Specialist – Digital Chat & Customer Service (Remote), you will be responsible for:

• 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 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 – 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.
• 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 are highly desirable:

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

Working Conditions and Physical Effort

As a remote employee, you will be working in a home office environment. You will need to:

• Be able 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