Experienced Customer Service Representative – Delivering Exceptional Support and Driving Student Success in Online Professional Education

Introduction to blithequark At blithequark, our culture is the backbone of our collective success, and we live by our core values every day: Love, Joy, Boldness, Teamwork, and Curiosity. These values guide our interactions with each other, our customers, and the community, fostering a culture of care and inclusivity. With a rich history as a pioneer in online professional education, blithequark has been introducing innovative web-based professional education courses since 2001. Today, our family of brands leads the online professional education platforms in their respective markets, proudly serving over 1 million customers annually and employing more than 1,000 mission-aligned professionals. Position Overview This role is designed for a customer-centric and team-oriented individual who will assist and support customers/students in achieving their professional learning goals. As a Customer Service Representative, you will be the face of blithequark, providing exceptional service to internal and external customers through various communication channels. Your primary focus will be on delivering a world-class customer experience, adhering to policies and processes, and embodying our values to foster a culture of care consistent with our mission, vision, and purpose. Key Responsibilities Handle all incoming service-related inquiries via phone, email, live chat, and other digital communication channels, ensuring prompt and professional responses. Follow up with students as necessary to ensure their concerns are addressed and their learning goals are on track. Adhere to established departmental metrics and performance standards, continuously striving for improvement. Utilize active listening and de-escalation strategies to handle customer escalations and difficult conversations, turning negative experiences into positive outcomes. Troubleshoot general customer support technical questions, providing timely and effective solutions. Document all interactions in our CRM system, maintaining accurate records and adhering to established criteria and SLAs. Collaborate with other departments and functional areas to deliver an optimal student experience, ensuring seamless communication and coordination. Acquire and maintain a basic understanding of blithequark products and systems, staying up-to-date with the latest developments and innovations. Demonstrate empathy, patience, and understanding with customers and teammates, fostering a positive and inclusive work environment. Assist with projects, initiatives, and other duties as assigned, contributing to the growth and success of blithequark. What You'll Need to Succeed To excel in this role, you will need: 1+ years of customer service or related experience, with a proven track record of delivering exceptional customer experiences. Bilingual communication skills (English and Spanish speaking, reading, and writing), enabling you to effectively communicate with our diverse customer base. Ability to work a variety of office hours, including occasional evenings and weekends, ensuring we provide support to our customers when they need it most. High level of interpersonal, professional communication, and problem-solving skills, with the ability to work independently and as part of a high-performing team. PC skills in Microsoft Office, Internet applications, and database software, with the ability to quickly adapt to new technologies and systems. Strong verbal communication and writing skills, with the ability to craft clear, concise, and compelling messages that engage and inform our customers. Ability to operate in a fast-paced and ambiguous environment, with the capacity to multi-task, prioritize, and manage competing demands. Must be reliable, punctual, and able to consistently lift 40+ pounds, ensuring you can meet the physical demands of the role. H.S. diploma required, with some or completed college preferred, and/or equivalent work experience, demonstrating your commitment to learning and professional growth. Essential Skills and Competencies To succeed in this role, you will need to possess: Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues from diverse backgrounds. Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues and develop effective solutions. Ability to work in a team-oriented environment, with a focus on collaboration, mutual respect, and open communication. Adaptability and flexibility, with the ability to pivot quickly in response to changing priorities and customer needs. Strong time management and organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines. Ability to maintain confidentiality and handle sensitive information with discretion and professionalism. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, providing opportunities for professional advancement, skill development, and continuous learning. As a Customer Service Representative, you will have access to: Comprehensive training programs, designed to equip you with the skills and knowledge needed to excel in your role. Mentorship and coaching, providing guidance and support to help you achieve your career goals. Opportunities for advancement, with a clear path for professional growth and development within the company. Access to industry-leading technologies and systems, enabling you to stay up-to-date with the latest innovations and trends. A culture of continuous learning, with a focus on knowledge sharing, collaboration, and innovation. Work Environment and Company Culture At blithequark, we pride ourselves on our inclusive and dynamic work environment, where diversity, equity, and inclusion are valued and celebrated. Our company culture is built on the principles of: Respect and empathy, with a focus on creating a positive and supportive work environment. Collaboration and teamwork, with a emphasis on open communication, mutual respect, and collective success. Innovation and creativity, with a culture that encourages experimentation, learning from failure, and continuous improvement. Accountability and transparency, with a commitment to ethical business practices, social responsibility, and environmental sustainability. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your well-being, growth, and success. These include: Competitive salary and bonus structure, with opportunities for growth and advancement. Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off. Flexible work arrangements, with options for remote work, flexible hours, and compressed workweeks. Professional development opportunities, with access to training, mentorship, and education assistance. Recognition and reward programs, with opportunities to receive bonuses, awards, and public recognition for outstanding performance. Conclusion If you are a customer-centric, team-oriented, and ambitious individual who is passionate about delivering exceptional support and driving student success, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to building a diverse and inclusive workplace, where everyone has the opportunity to thrive and grow. Don't hesitate to take the leap and apply today, and join our dynamic team of professionals who are shaping the future of online professional education. Apply for this job