Experienced Full Stack Support Specialist, Chat - Remote

Are you a customer service expert with a passion for creating seamless experiences? Do you thrive in fast-paced environments and have a knack for building strong relationships with customers? If so, we're excited to introduce you to this incredible opportunity as a Support Specialist, Chat at blithequark. As a key member of our remote team, you'll play a vital role in delivering exceptional support to our customers, helping them navigate our products and services with ease.

About blithequark

At blithequark, we're revolutionizing the way people interact with our brand. As a leading B2B tech platform, we're dedicated to making tire replacement a breeze. Our innovative approach combines cutting-edge technology with an inclusive, collaborative culture that values creativity, empathy, and growth. If you're passionate about shaping the future of customer experience, we invite you to join our dynamic team.

Job Summary

As a Support Specialist, Chat, you'll be responsible for providing top-notch support to our customers through live chat sessions, phone calls, and email correspondence. You'll be the voice of our brand, helping customers navigate our products and services with ease, and ensuring that every interaction is a positive one. Your expertise will be invaluable in driving customer satisfaction, loyalty, and retention.

Key Responsibilities

* Respond to all inbound sales leads from current and potential customers, providing superior tire knowledge and technical assistance to finalize and close the sale.

• Proactively make outbound contacts to current and potential customers to identify opportunities to increase tire sale revenues.
• Meet or exceed individual and department KPIs and performance goals by uncovering customers' needs and offering exceptional sales and service to close the sale.
• Listens and learns our products to become a subject matter expert and voice for our brand.
• Effectively manages 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

* 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

* Experience working in a fast-paced environment with multiple priorities and deadlines.

• Proven track record of meeting or exceeding sales and customer satisfaction targets.
• Strong problem-solving and analytical skills, with the ability to think critically and creatively.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Ability to work independently and as part of a team, with a strong sense of accountability and ownership.

Working Hours and Schedule Details

* Closed Thanksgiving Day, Christmas Day Holiday black out period: Nov 24th thru Dec 31st

• Support specialist schedules vary based upon business need

Working Conditions and Physical Effort

* 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 Job!

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