**Senior Customer Service Representative - National Remote**

Are you a compassionate and results-driven individual with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic and supportive environment where you can grow and develop your skills? Look no further than blithequark, a global organization dedicated to delivering care and improving health outcomes for millions of people worldwide. As a Senior Customer Service Representative at blithequark, you will play a critical role in connecting people with the care, pharmacy benefits, data, and resources they need to live their healthiest lives. You will be part of a talented team that is guided by diversity and inclusion, comprehensive benefits, and career development opportunities. Join us to make a meaningful impact on the communities we serve and advance health equity on a global scale. **About blithequark** blithequark is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, location, or income. At blithequark, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **Job Summary** As a Senior Customer Service Representative, you will be responsible for delivering an exceptional experience to customers, providing support to your team members, and identifying opportunities to exceed customer expectations. You will be a resource and subject matter expert for your team, handling escalated calls, resolving complex customer issues, and providing education and status on previously submitted pre-authorizations or pre-determination requests. **Key Responsibilities** * Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers * Handle escalated calls, resolving more complex customer issues in a one and done manner * Answer incoming phone calls from customers and identify the type of assistance the customer needs * Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems * Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed * Assist customers in navigating blithequark websites and encourage and reassure them to become self-sufficient * Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member * Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues * Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance **Requirements** * High School Diploma / GED * Must be 18 years of age OR older * Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications * Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material * Ability to work any full-time (40 hours / week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September). It may be necessary, given the business need, to work occasional overtime. **Preferred Qualifications** * 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, or phone support role **Telecommuting Requirements** * Ability to keep all company sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a blithequark approved high-speed internet connection or leverage an existing high-speed internet service **Soft Skills** * Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product * Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed **Compensation and Benefits** * California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C. Residents Only: The hourly range for this position is $16.54 - $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. blithequark complies with all minimum wage laws as applicable. In addition to your salary, blithequark offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). **Why Join blithequark?** * Make a meaningful impact on the communities we serve and advance health equity on a global scale * Be part of a talented team that is guided by diversity and inclusion, comprehensive benefits, and career development opportunities * Enjoy a dynamic and supportive work environment that encourages growth and development * Take advantage of comprehensive benefits, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements) * Have the flexibility to telecommute from anywhere within the U.S. and work a full-time (40 hours / week), 8-hour shift between the hours of Sun – Sat 8am-11pm EST (October - March) and shift Mon – Fri 8am – 11pm EST (April – September). **How to Apply** If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you and learning more about your qualifications. **Equal Employment Opportunity** blithequark is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. **Drug-Free Workplace** blithequark is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. **Application Deadline** This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. Apply for this job