Experienced Customer Support Associate – Mental Health and Wellness Services (Work From Home)

Are you passionate about delivering exceptional customer support and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join blithequark's Consideration Accomplice team as a Customer Support Associate, working from the comfort of your own home.

About blithequark

blithequark is a leading provider of mental health and wellness services, dedicated to empowering individuals and their families to achieve emotional well-being. Our team of experts is committed to delivering high-quality, personalized support that addresses the unique needs of each individual. As a Customer Support Associate, you will play a vital role in helping us achieve our mission by providing exceptional customer service and support to our clients.

Job Summary

We are seeking a highly motivated and customer-focused individual to join our Consideration Accomplice team as a Customer Support Associate. In this role, you will be responsible for providing timely and effective support to our clients, addressing their concerns, and resolving issues in a professional and courteous manner. You will work in a fast-paced, dynamic environment, handling high volumes of calls, emails, and chats, and utilizing your problem-solving skills to resolve complex issues.

Key Responsibilities

* Handle inbound calls from clients and provide exceptional customer service in a high-volume, fast-paced call center environment

• Execute daily practice and non-routine business support tasks, including administrative tasks, follow-up calls, and other responsibilities as assigned for the Consideration Accomplice Program
• Follow regional conventions, guidelines, and strategies to provide successful and ideal support
• Maintain accurate and complete internal documentation of required data in each significant system
• Consistently meet execution measurements, including quality, call handling time, and customer satisfaction assumptions
• Perform multiple tasks, often while speaking with clients
• Write/recording
• Utilize intranet and other tools to assist with call handling, often in real-time
• Use chats/IM during breaks between calls for support
• Read messages to stay up-to-date on significant support data, process changes, and office information

Participation and Confidentiality

* Safeguard the confidentiality of client data and adhere to company policies

• Determine the purpose of the call by effectively listening and collaborating with clients, emergencies, and bringing in an expert and timely manner, taking full responsibility for client connection
• Provide a first-class quality, personalized experience based on client preference and individualized needs
• Evaluate for social determinants/needs; investigate and articulate data regarding relevant services and resources
• Utilize screening devices to identify where urgent clinical intervention is required, and transfer calls properly, including individuals in emergency and at-risk situations
• Address questions and resolve issues as a "single resource" based on calls, digital, and written correspondence
• Resolve complex issues with and without management intervention
• Discuss really with all internal partners

Required Capabilities

* 4 years of customer service and call center experience

• 4 years of involvement with a social, mental, or human service field providing customer support
• Essential PC skills (Microsoft Office Suite, Word, Excel, Teams, etc.)

Work Area Requirements

* Should have a dedicated workspace, free from interruptions, in a room with a door that closes, to maintain client confidentiality

• May not provide childcare or other forms of support during work hours
• Sitting in front of the computer with dual screens and a headset on
• Should be designed and have strong internet
• Web speed - Home Web Download Speed to be at least 400mbps and Transfer speed between 10-20mbps
• Broadband or Fiber connection. Using DSL (satellite), Cell web (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular, etc.) use cell towers or a satellite and not a direct link to provide internet
• Guarantee supplier sets up a 4-port modem. Representatives use the fourth port for work internet

Preferred Qualifications

* 4 years of Social Well-being experience

• Four-year certification or identical experience
• Call Center experience

What We Offer

* Competitive salary range of $35-$40 per hour

• Opportunity to work from home in a flexible, dynamic environment
• Comprehensive training and development programs to enhance your skills and knowledge
• Collaborative and supportive team environment
• Recognition and rewards for outstanding performance
• Opportunities for career growth and advancement

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. Apply Job! Apply for this job