Introduction to blithequark
At blithequark, we are dedicated to delivering exceptional customer experiences through our innovative approach to mystery shopping and specialty project work. As a leader in our industry, we strive to build strong relationships with our clients and independent contractor field representatives. Our team is passionate about providing top-notch support, and we are seeking a highly skilled Customer Service Support Specialist to join our remote operations team.
Job Overview
Under the direction of our Operations Manager, the Customer Service Support Specialist will play a vital role in ensuring the success of our mystery shopping and specialty project initiatives. This position is responsible for all communication, recruiting, onboarding, and training of independent contractor field representatives. The ideal candidate will have excellent communication skills, a strong attention to detail, and the ability to work in a fast-paced, deadline-driven environment.
Key Responsibilities
- Assign available project work to shoppers and communicate assignment methodologies and requirements
- Adhere to and understand complex profile and assignment criteria
- Utilize online scheduling interfaces and other technology platforms to review, track, and assign project work
- Ensure assignments are performed by client-driven deadlines, with a goal of 100% completion rate
- Track overdue assignments for assigned territory/clients
- Track, facilitate, and reach out to shoppers after reviewing shop cancellations or shop adjustments, as necessary
- Work with the team to identify the need for additional incentive monies (e.g., bonuses and incentives), as needed
- Monitor and apply approved spend (bonus/incentive) for certain markets, locations, routes, and properties
- Answer and send email correspondence to and from shoppers in a timely and professional manner according to blithequark company standards
- Conduct outbound calling as needed to fill open assignments, provide coaching/feedback, and respond to daily voicemails
- Identify, recruit, and communicate with new shoppers to increase engagement and build quality relationships while continuing to develop our shopper network
- Identify process improvement opportunities or best practices and share with colleagues
- Identify and escalate location challenges to the Operations team lead
- Communicate any weekly route adjustments to applicable shoppers, as needed
- Maintain and communicate daily/weekly production metrics to the Operations team lead
- In coordination with colleagues, create and deploy shopper email campaigns
- Provide coaching/feedback to shoppers about shop quality, completion, and submissions
- Review submitted shop reports as needed
- Perform all other duties as assigned or required
Essential Qualifications
To be successful in this role, you will need:
- An Associate's degree or related degree
- 2+ years of prior experience in a related field, preferably in customer service or a similar industry
- Proficient skills in Microsoft Office Suite
- Superior oral and written communication skills with an aptitude for building positive relationships
- Comfortable speaking on the phone with independent contractor teams, as needed
- Exceptional knowledge of the structure and content of the English language, including meaning and spelling of words, and rules of composition and grammar
- Excellent judgment and reasoning skills
- Ability to consistently spot errors and discrepancies
- Strong attention to detail
- Excellent reading comprehension and retention
- Ability to prioritize work to ensure deadlines are met
- Ability to work in a goal-oriented, fast-paced, deadline-driven environment
- Strong project management and organizational skills
- Ability to comprehend complex profile and assignment criteria
- Ability to identify and drive process improvements
Preferred Qualifications
While not required, the following qualifications are preferred:
- Prior experience in mystery shopping or a similar industry
- Experience working with independent contractor teams
- Knowledge of online scheduling interfaces and technology platforms
- Experience with email marketing campaigns and shopper engagement strategies
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Customer Service Support Specialist, you will have opportunities to:
- Develop your skills in customer service, project management, and team leadership
- Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
- Participate in ongoing training and professional development initiatives
- Contribute to process improvements and best practices that drive business results
Work Environment and Company Culture
Our remote operations team is a dynamic and fast-paced environment that requires flexibility, adaptability, and a strong work ethic. At blithequark, we value:
- Collaboration and teamwork
- Open communication and transparency
- Innovation and creativity
- Customer-centricity and a passion for delivering exceptional experiences
Compensation, Perks, and Benefits
As a full-time Customer Service Support Specialist at blithequark, you can expect:
- A competitive salary and benefits package
- The opportunity to work from home and enjoy a better work-life balance
- A dynamic and supportive work environment that encourages growth and development
- Access to ongoing training and professional development initiatives
- A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Support Specialist at blithequark, you will play a critical role in driving business results and contributing to the success of our team. Don't miss out on this chance to join a dynamic and growing company that values its employees and is committed to making a positive impact in the industry. Apply today and take the first step towards an exciting and rewarding career with blithequark!
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