**Experienced Customer Service Representative – Remote Contact Center Support for Federal Government Contract**

Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in fast-paced, dynamic environments where no two interactions are ever the same? If so, we invite you to join blithequark's team of dedicated Customer Service Representatives, supporting a highly recognized federal government contract. As a Customer Service Representative at blithequark, you will be at the forefront of providing top-notch support to customers via phone, email, and other channels. You will be responsible for handling a high volume of customer inquiries, resolving issues efficiently, and escalating critical situations to your supervisor or management as needed. Your exceptional communication skills, combined with your ability to analyze complex situations and provide effective solutions, will make you an invaluable asset to our team. **About blithequark** blithequark is a leading organization in the industry, committed to delivering exceptional services to our clients. Our team of experts is dedicated to providing innovative solutions, exceeding customer expectations, and fostering a culture of collaboration and growth. As a remote Customer Service Representative, you will be part of a dynamic team that values flexibility, work-life balance, and professional development. **Responsibilities & Duties** As a Customer Service Representative at blithequark, your key responsibilities will include: * Providing a high level of customer service in all interactions, ensuring a positive experience for our clients * Actively participating in training and applying lessons learned to provide excellent customer service in accordance with SBA needs, scripts, and guides * Ensuring accurate and timely handling of customer inquiries through multiple channels, including phone and email, while maintaining quality metrics * Using data analytics and user interviews to determine call trends and report them to SBA * Rapidly escalating issues to supervisor/management as appropriate * Utilizing call scripts, messaging/email templates, and desk guides to ensure consistency and efficiency * Learning necessary information to provide high-level customer service about relevant topics * Ensuring the highest level of privacy and security to protect the client, their customers, while providing exceptional customer service **Minimum Qualifications** To be considered for this role, you must meet the following minimum qualifications: * High School diploma or GED required * 1 year of contact center or related customer experience * 6 months of computer experience in a business environment * Must be able to obtain and maintain a Public Trust Security Clearance * Must be a US Citizen * Minimum Internet requirements are 25mbps download and 10mbps upload to work from home * Current CRI employees are not eligible **Preferred Qualifications** While not required, the following qualifications are preferred: * Bilingual – Spanish preferred * Bachelor's degree * Possess prior experience supporting the Small Business Administration **Knowledge, Skills & Abilities** To succeed in this role, you must possess: * A friendly and professional speaking voice and patient demeanor * Outstanding attendance and punctuality * Ability to provide excellent customer service * Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents * Ability to write reports, business correspondence, and procedure manuals * Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public * Strong computer skills (basic trouble shooting, fast and accurate typing, and using web browsers) * Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists * Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form **Equal Opportunity Employer** blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. **Compensation & Benefits** As a Customer Service Representative at blithequark, you can expect: * Competitive hourly rate of at least $17.20 per hour, with the possibility of higher rates based on applicable Wage Determination * Health and Welfare benefits, including employee-only medical, dental, and vision premiums, paid at a rate of $4.57 per hour (capped at 40 hours per week) * Opportunities for career growth and professional development * Flexible work arrangements, including remote work options * A dynamic and supportive work environment **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 through our website, including your resume and a cover letter outlining your qualifications and experience. **Note** This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by blithequark. Apply Job! Apply for this job