Experienced Customer Experience Chatroom Operator – Conversational Outreach and Conversion Improvement
Are you a customer service enthusiast with a passion for conversations and a knack for empathy? Do you thrive in fast-paced environments where no two interactions are the same? If so, we invite you to join our team at blithequark as an Experienced Customer Experience Chatroom Operator. In this role, you will be at the forefront of our conversational outreach strategy, connecting with consumers and driving meaningful conversations that inform our AI-powered platform.
About blithequark
blithequark is a leading provider of AI-powered conversational outreach solutions, empowering enterprises to connect with consumers through human-like two-way texting, scheduled calling, and voicemail messages. With a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, setting us apart from competitors in the messaging industry. Our focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since our founding in 2016. We're well-funded and looking to accelerate the next era of growth and expansion of our team.
Job Overview
As an Experienced Customer Experience Chatroom Operator, you will be part of our Conversion Improvement team, working from home to handle top clients and use cases. Your primary responsibility will be to read consumer responses, respond contextually, and categorize them appropriately. You will be working with a team of like-minded individuals who share your passion for customer service and conversation.
Key Responsibilities
* Quickly and accurately respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.
- Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical.
- Escalate conversations to leadership when needed.
- Document frequently asked questions for continual improvement.
- Add relevancy to canned responses.
- Maintain 98% or above accuracy in response handling.
- Maintain a Replies per Hour rate of 60 replies per hour worked.
- Other projects as assigned.
Essential Qualifications
* Experience in a Customer Service Chatroom environment.
- Experience with writing responses to consumers in a real-time, chat-based environment.
- Familiarity with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans.
- Professionalism in all interactions.
- Exceptional attention to detail, high standard of excellence/perfection.
- Comfortability on a computer, advanced typing skills (cannot hunt and peck).
- Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
- Exceptional verbal, communication, and written skills.
- Reliable and responsible to a designated schedule.
- Must have reliable strong internet/WiFi.
Preferred Qualifications
* College Degree.
- Experience with natural language processing or AI-powered platforms.
- Familiarity with customer service software and tools.
Core Values
At blithequark, we live by four core values that guide our behavior and decision-making:
- Lean: We strive to find the right balance between administration and action, avoiding overcomplication and unnecessary tasks.
- Passion: We express our passion for our work and our desire to grow and evolve in our roles.
- Happiness: We prioritize our personal and work-life balance, recognizing that life is about more than just coming into the office daily.
- Improve: We never accept the status quo and are always looking for ways to streamline and innovate, bringing those improvements to leadership.
- Team: We support and assist our teammates, taking on additional projects for their added value and being part of a close-knit team.
Benefits and Perks
* Full-time role with eligibility for blithequark's benefits program.
- Opportunity to work from home with a flexible schedule.
- Telecommute possibility available.
- Overall wellness programs and additional benefits that assist in maintaining a healthy work-life balance.
- Opportunity to grow and develop your skills and career with a rapidly growing company.
How to Apply
If you're a customer service enthusiast with a passion for conversations and a knack for empathy, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at blithequark. Apply Job! Apply for this job