Experienced Customer Support Specialist – Delivering Exceptional Service in a Mission-Driven Environment with 10am-6pm ET Working Hours

Introduction to blithequark Imagine being part of an organization where your daily work contributes to a mission that changes lives. At blithequark, our team members have the unique opportunity to say, "I help find cures for cancer," when asked about their profession. As a mission-centric organization, we are dedicated to relentlessly pursuing cancer cures and improving the quality of life for patients and their families. Our work environment is built on the principles of making a difference, and we invite you to join us in this meaningful journey. Job Overview blithequark is seeking a highly skilled and compassionate Customer Support Specialist to join our team. As a key member of our support staff, you will be responsible for providing exceptional service to our external customers through various channels, including our general phone number, inboxes, chats, and other avenues. Your role will be crucial in addressing customer issues, troubleshooting problems, and ensuring that our constituents receive the support they need. If you are passionate about delivering outstanding customer service and are looking for a career that makes a real difference, we encourage you to apply for this exciting opportunity. Core Responsibilities Support all campaign inboxes and effectively troubleshoot issues and questions from customers. Provide support to customers through chat, text, and other evolving tool sets, including a support-based resource/hub within blithequark.org. Answer inbound calls from blithequark constituents and troubleshoot issues and questions related to our campaigns, systems, and policies. Assume responsibility for problem resolution and constituent satisfaction, ensuring follow-up on all assigned issues. Establish rapport with constituents quickly and maintain a professional manner in all interactions. Accurately record key details of all interactions on assigned account records in designated software applications. Provide customer feedback to the Customer Service Manager on a regular basis. Respond to and solve customer service tickets submitted through various channels, including emails, voicemails, and external vendor/sales requests. Execute internal operations support, including refunds, adjustments, receipts, unsubscribes, and reimbursements. Maintain strict confidentiality and follow detailed workflows to ensure access to banking systems. Develop and maintain a strong working knowledge of assigned campaigns and functions. Essential Qualifications Bachelor's Degree in a related field. 1+ years of related call center and customer service experience. Knowledge of MS Office Suite and the ability to navigate multiple software programs simultaneously. Bilingual (Spanish) preferred but not required. Must pass an FCRA accredited background check. Preferred Qualifications Previous experience in a mission-driven organization or non-profit sector. Knowledge of customer relationship management (CRM) software and other support tools. Experience with internal operations support, including financial transactions and data management. Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues. Excellent communication and interpersonal skills, with the ability to establish rapport with diverse constituents. Skills and Competencies Customer Service Skills: Ability to deliver exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner. Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with diverse constituents. Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues and develop creative solutions. Technical Skills: Proficiency in MS Office Suite and the ability to navigate multiple software programs simultaneously. Time Management Skills: Ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced environment. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to training and development opportunities, including workshops, webinars, and conferences. You will also have the chance to work with a talented team of professionals who are passionate about making a difference. Our organization offers a comprehensive benefits package, including medical, dental, and vision insurance, life insurance, flexible spending accounts, and a 403b retirement plan. We also observe federal paid holidays throughout the year and offer a wellness program and an employee assistance program. Work Environment and Company Culture Our work environment is built on the principles of respect, empathy, and inclusivity. We believe in fostering a culture that values diversity, equity, and inclusion, and we are committed to creating a workplace that is supportive and welcoming to all employees. As a Customer Support Specialist, you will be working in a dynamic and fast-paced environment, with a team that is dedicated to delivering exceptional customer service. Our office hours are 10am-6pm ET, with some weekend and evening work required. We also offer flexible work arrangements, including remote work options, to ensure that our team members can maintain a healthy work-life balance. Compensation, Perks, and Benefits The base pay range for this hourly paid position is $44,000 ($24/Hourly) to $60,000 ($32/Hourly). The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, education, and experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, life insurance, flexible spending accounts, and a 403b retirement plan. Our organization is committed to internal pay equity, and we consider the current compensation of similarly situated roles and direct team members when determining salaries. Conclusion If you are a motivated and compassionate individual who is looking for a career that makes a real difference, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will be part of a talented team of professionals who are dedicated to delivering exceptional customer service and making a positive impact on the lives of others. Don't miss this chance to join our mission-driven organization and take your career to the next level. Apply now and become part of a team that is changing lives and making a difference in the world. Apply for this job