**Experienced Customer Service Representative – Remote Work Opportunity at blithequark**

**About blithequark** blithequark is a leading organization that excels at helping customers improve customer service to their constituents while providing meaningful training and employment opportunities for people of all abilities. We strive to provide excellence in every facet of our business, from the individuals we hire to the caller interactions we provide. Our customers expect and depend on it. At blithequark, we pride ourselves on operating with the highest quality service, and we're committed to making a positive impact in the lives of our customers and employees alike. **Job Overview** We're seeking an experienced Customer Service Representative to join our team at blithequark. As a Customer Service Representative, you will be responsible for building customer relationships via the telephone, email, and other communication channels. You will provide professional customer service and product consultation to both internal and external customers, ensuring that their needs are met and exceeded. This is a contract-funded position that is subject to renewal every few years, and you will be working in a dynamic, fast-paced environment. **Key Responsibilities** * Receive in-bound and place out-bound calls and emails in accordance with a set script * Provide excellent customer service to customers and partners with a high degree of product and service knowledge to meet specific standards and goals * Assist the department in meeting customer service goals and service level agreements * Achieve all requirements outlined in the Call Center Department Handbook * Serve customers through a variety of methods, including in-person, by phone, through emails, in writing, web-forms, and using chat * Maintain accurate records of customer interactions and service * Process orders, respond to inquiries and questions, handle complaints, troubleshoot problems, and provide information according to procedure * Provide professional customer service and product consultation during interactions with customers, peers, management, and other departments that meet specific standards and goals * Make decisions on customer requests using established guidelines * Take accountability to follow through on all issues * Meet requirements as set by the Contract, which may be subject to change * Learn and continue to reinforce current product knowledge relative to customer needs and inquiries * Utilize reference materials to assist and resolve any inquiries * Maintain the strictest confidentiality and privacy of customer and agency information * Perform other duties as assigned **Essential Qualifications** * Prior customer service experience is preferred * Computer proficiency, including navigating multiple websites while assisting customers * Ability to type 30 wpm * Ability to perform data entry duties while serving the customer and at other designated times * Ability to keep all customer information in the strictest confidence and follow security procedures in regard to customer information * Ability to work a schedule that may include nights, weekends, and holidays, including variable shifts * Excellent interpersonal skills and the ability to work in partnership with others * Excellent and effective communication skills, both written and verbal * Strong organizational skills with attention to detail * Ability to handle stressful situations * Ability to accept constructive feedback and adapt accordingly * Ability to learn and demonstrate knowledge of products and services that will be supported * Proficient with Microsoft Office * Proficient with Internet navigation * Problem-solving, patience, time management, active listening, maintaining focus, and self-motivation **Preferred Qualifications** * Prior use of Assistive Technology, most notably with JAWS, ZoomText, Fusion, for visual adaptation * Experience working in a call center environment * Knowledge of customer relationship management (CRM) software **Education** * Minimum high school diploma or equivalent **Equipment/Tools Used** * Personal computer * Telephone **Physical Requirements** * The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of this job, the employee frequently sits (or stands if preferred) at a desk, types, and focuses on computer work for prolonged periods of time. Must be able to listen and speak/communicate to customers for long periods of time. * The employee is frequently required to use hands to finger, handle, feel objects, tools, or controls on a computer or telephone. **Employee Appreciation** At blithequark, we value our employees and offer a range of benefits and perks to show our appreciation. These include: * Competitive salary * Generous annual paid time off (20 days PTO, with increases after 5 years of service) * 7 sick days * 9 holidays * Comprehensive medical and dental insurance coverage * $1200 (annualized) in H.S.A. employer contributions * 401(k) plan with 25% agency match up to 6% of salary * Free 401k planning with licensed financial planner * Agency-paid life insurance * Agency-paid long-term disability insurance * Voluntary life insurance and voluntary short-term disability insurance * Comprehensive EAP (Employee Assistance Program) including self-care and professional/personal growth training **Mission Statement** At blithequark, our mission is to provide individualized support and tools to navigate the visual world. **Vision Statement** Our vision is a world where the quality of one's sight does not determine the quality of one's life. **E-Verify** Ohio is not an E-Verify State; however, we comply with E-Verify in the states that require it. 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