**Experienced Customer Service Representative – Remote Customer Support for blithequark**

Are you a customer-centric individual with a passion for delivering exceptional service? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our dynamic team at blithequark as a Customer Service Representative. As a key member of our customer support team, you will be responsible for providing top-notch service to our customers, resolving issues efficiently, and building strong relationships that drive customer satisfaction and loyalty. **About blithequark** blithequark is a rapidly growing, nationally recognized direct-to-consumer brand that offers high-quality products across multiple categories, including camping & outdoor, emergency preparedness, and health & wellness. Our company is powered by an adaptable, results-focused, data-driven team that is dedicated to empowering great people to do their best work. We are committed to fostering a culture that values transparency, authenticity, and respect for our customers, employees, and partners. **Our Core Values** At blithequark, we live by a set of core values that guide our behavior and decision-making. These values include: * **Get the important stuff done**: We strive to have a deep understanding of our role, how our work connects to our team and the company at large, and how to organize our priorities to drive business value in the right ways. * **Actively and eagerly seek to learn, improve, and grow**: We value intellectual curiosity and a questioning mindset that drives us to continuously learn and improve. * **Ask questions and use data to make decisions**: We take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly. * **“We” not “I”**: We value knowing how to cooperate with peers and leaders to help the team achieve its goals. * **See the glass half full**: We take ownership of our role and demonstrate enthusiasm, excitement, and passion for our work. **Primary Responsibilities / Essential Job Functions** As a Customer Service Representative at blithequark, you will be responsible for: * Answering inbound customer calls in a friendly manner while using active listening skills. * Using upselling techniques to enhance customer satisfaction and loyalty. * Responding to inbound digital communication from customers in a friendly manner and handling each customer as if they were the ONLY customer. * Interpreting digital communication to understand customer issues fully. * Doing everything possible to resolve the issue the customer is communicating about in the first call, email, or chat (first-contact resolutions). * Updating very detailed notes in our system for each customer to ensure an excellent history in case the customer calls again. * Maintaining knowledge of our products and services. * Following our Quality Assurance standards at all times and meeting all KPI targets. * Placing outbound calls as needed to answer voicemails, support tickets, or as directed by management. * Preventing cancellations or returns where possible. * Understanding when to forward escalated issues to management. * Having full knowledge of our internal systems, including Wiki and SOPs for customer service tasks. * Creating and revising SOPs as needed and having them approved by management. * Understanding current promotions fully and using appropriate Ad Codes when placing orders. * Identifying trends heard from customers and reporting these trends to management in detail with data. * Reporting any system issues to management for immediate investigation. * Handling special projects when delegated by management. * Helping with training new representatives. * Additional job responsibilities and duties may be asked of you anytime. **Requirements** To be successful in this role, you will need: * High School Graduate or GED * 2 years + of contact center experience in a call center-related field, including customer service. * This position is based on Central Standard Time. * Understand the demands of working in a fast-paced environment and provide customer excellence. * Comfortable upselling. * Active listening skills & following protocols precisely. * You must be observant and have excellent judgment. * Strong grammar and communication skills. * Strong computer skills and comfortable working with 10+ systems while answering calls, emails, or chats. * Ability to achieve daily KPIs for phone, email, and chat. * A mindset that is open and ready to embrace change. * Coachable – This is key in hitting required monthly QA KPI measurements. **Other Qualifications** To ensure a successful training experience, you will need: * A computer, webcam, and USB headset only (wireless headsets will not be allowed) for training weeks. * Reliable wi-fi. * A quiet, distraction-free work environment. Distraction-free is defined as the following: + Closed door with no one in the room. + No people talking in the background (including babysitter, family, friends, TV, and monitors). + No dogs barking. + No working in public areas or vehicles. * Use a USB headset only (wireless headsets will not be allowed). * Must pass a background check and credit check. For the credit check, please see the following: + No bankruptcy for the past 7 years + No more than $2,500 TOTAL in open collections + Excluding medical and closed accounts. We do count student loans. **Skills and Abilities** To succeed in this role, you will need: * The ability to work independently and collaborate within a dynamic multi-department environment to achieve common goals. * Organize and manage multiple priorities simultaneously. * Take ownership and be self-motivated and resourceful to find problem solutions. * Be data and results-driven. * Learn quickly in a fast-paced open-plan environment. * Excellent verbal and written communication skills. * Strong analytical and problem-solving skills. * Detail-oriented and adaptable. **Physical And Mental Demands** The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities. While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch. The repetitive motion of hands is required for extended use of a computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. **Work Environment And Travel Requirements** Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. The noise level in the work environment is typical for an office environment. We currently hire employees residing in the following states: FL, GA, ID, IL, KY, NE, NC, OH, PA, TN, TX, UT VA, WI **4Patriots will never ask for personal information via email. Any and all offers will come directly from Human resources via phone call and email** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at blithequark. Apply for this job