Experienced Full-Time Customer Experience Specialist – Remote Night Shifts – Delivering Exceptional Patient Experiences with blithequark

About blithequark and Our Mission

blithequark is a leading, privately held organization dedicated to delivering exceptional patient experiences through innovative technology and a commitment to excellence. With a remarkable track record of doubling our revenue in the past decade, we prioritize having the best technology in place to support our clients. Our "White Glove" service model is at the heart of everything we do, ensuring that every patient interaction is personalized, compassionate, and memorable.

Job Summary

We are seeking a highly skilled and customer-focused Customer Experience Specialist to join our team! As a full-time remote employee, you will play a critical role in delivering exceptional patient experiences through our customer service team. If you have a passion for providing top-notch service, are highly organized, and can multitask with ease, we encourage you to apply for this exciting opportunity.

Work Schedule

As a Customer Experience Specialist, you will work rotating 2nd and 3rd shifts, with a set schedule that includes:

• 1st and 3rd week:
  • Saturday - 3rd shift (10:30 PM - 7:00 AM)
  • Tuesday - 2nd shift (10:30 AM - 11:00 PM, 12 hours)
  • Wednesday - 3rd shift (10:30 PM - 7:00 AM)
  • Friday - 2nd shift (10:30 AM - 11:00 PM, 12 hours)
• 2nd and 4th week:
  • Saturday - 2nd shift (2:30 PM - 11:00 PM)
  • Sunday - 2nd shift (2:30 PM - 11:00 PM)
  • Tuesday - 3rd shift (10:30 PM - 7:00 AM)
  • Thursday - 2nd shift (2:30 PM - 11:00 PM)
  • Friday - 3rd shift (10:30 PM - 7:00 AM)

Flexibility is essential, as you will be required to work overtime when needed, including weekends and holidays. Additionally, you will need to attend a 2-week training session in Downers Grove, IL.

Essential Qualifications

To succeed in this role, you must possess:

• Customer service, call center, or patient scheduling experience
• Strong ability to prioritize and multitask with attention to detail
• Excellent time management, organization, and focus on delivering high-quality results
• Ability to articulate thoughts into clear and concise written and verbal communication
• Strong written and verbal communication skills
• Experience working on computers, using Excel, and other Microsoft Office applications

Key Responsibilities

As a Customer Experience Specialist, your primary responsibilities will include:

• Professional engagement and follow-up communication with customers and coworkers via phone, email, and support software
• Exhibiting a positive, can-do attitude with a customer-first approach
• Consistently performing all steps of the Customer Experience Initiative
• Managing incoming customer service phone calls and other customer requests
• Creating service requests and dispatching accordingly
• Identifying and resolving customer concerns in a professional and timely manner
• Using web-based system tools, such as OMS, Word, and Excel, on a daily basis
• Logging all communication in work service requests
• Interacting with vendors, customers, and employees via phone, text, and email
• Escalating service calls when needed
• Attaching Field Service Reports to service requests in OMS
• Auditing reports from vendors and ensuring all calls are logged in OMS
• Following through on the resolution of customer needs
• Acting as nighttime contact for drivers, providing scheduling and maintenance support
• Handling inbound and outbound calls to 20-30 drivers nightly
• Proactively monitoring on-time pickups and deliveries
• Escalating problems to proper manager contacts as needed
• Following HIPAA regulations as they pertain to communication
• Effectively communicating pertinent information to daytime contacts within multiple geographical regions
• Handing off follow-ups to coworkers on the next shift
• Ordering and canceling injectable doses
• Entering helium readings into OMS

What We Offer

At blithequark, we value our employees and strive to create a healthy and happy work environment. Our comprehensive benefits package includes:

• Health, dental, and vision insurance
• Company-paid dental (with applicable health plans)
• 401(k) matching
• Employee Assistance Program
• Company-paid life insurance and voluntary supplemental life insurance
• Voluntary short-term/long-term disability options
• Flex PTO and paid holidays
• Company swag
• Health club reimbursement
• Wellness program with generous incentives
• Employee recognition programs
• Referral bonus program
• Job training and professional development opportunities

Our Culture and Values

At blithequark, we are committed to equal employment opportunity and offer a drug-free work environment to all qualified applicants. We believe in:

• Diversity, equity, and inclusion
• Employee recognition and rewards
• Professional growth and development
• Work-life balance
• Community involvement and social responsibility

How to Apply

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

We look forward to hearing from you and exploring how you can contribute to our mission of delivering exceptional patient experiences!