**Experienced Senior Customer Service Representative – Retail and Financial Services Hotline Expert**
Join blithequark, a leading provider of innovative solutions in the retail and financial services industry, as we seek an experienced Senior Customer Service Representative to join our team. As a key member of our customer service department, you will be responsible for delivering exceptional client service to our clients through various communication channels, including phone, email, and chat. If you have a passion for providing top-notch customer service, are skilled in problem-solving, and enjoy working in a fast-paced environment, we encourage you to apply for this exciting opportunity. **About blithequark** blithequark is a dynamic and forward-thinking organization that is committed to delivering exceptional customer experiences. Our team is dedicated to providing innovative solutions that meet the evolving needs of our clients. We are proud to be a leader in the retail and financial services industry, and we are seeking talented individuals who share our passion for excellence. **Job Summary** As a Senior Customer Service Representative, you will be responsible for providing exceptional client service to our clients through various communication channels. You will be the primary point of contact for clients, and you will be responsible for resolving a comprehensive variety of client inquiries and concerns. You will also be responsible for partnering with Subject Matter Experts (SMEs) and Tier 3 teams to resolve complex internal customer inquiries and concerns. **Key Responsibilities** * Provide exceptional client service to clients through phone, email, and chat communication * Receive and resolve a comprehensive variety of client Retail services, HR and tax training support requests and inquiries * Research and resolve escalated cases accurately and within Service Level Agreements (SLAs) * Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field * Use HRIS and CRM software programs and computer systems to accurately document and track client contacts * Adhere to compliance policies when resolving client issues * Document and communicate to management any recurring or significant problems or issues with any products or services supported as encountered through contacts * Follow established procedures to resolve escalated issues regarding Tax Training School courses * Use internal computer systems to maintain tax professional training and certification records. Facilitate compliance with federal and state licensing and registration requirements. * Provide up-training and mentoring to other People Resource Center representatives * Participate in outbound calling campaigns or internal team projects, as needed **Day-to-Day Activities** * Interpret clients' needs and utilize HRIS and CRM software programs to identify possible resolutions * Require critical thinking and problem-solving partnering with SMEs and Tier 3 to research and resolve inquires when the established procedure does not fully address inquiry * Research and resolve escalated cases accurately and within SLAs * Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field * Use HRIS and CRM software programs and computer systems to accurately document and track client contacts * Adhere to compliance policies when resolving client issues * Document and communicate to management any recurring or significant problems or issues with any products or services supported as encountered through contacts * Follow established procedures to resolve escalated issues regarding Tax Training School courses * Use internal computer systems to maintain tax professional training and certification records. Facilitate compliance with federal and state licensing and registration requirements. * Provide up-training and mentoring to other People Resource Center representatives * Participate in outbound calling campaigns or internal team projects, as needed **Essential Qualifications** * 2+ years of experience in a customer service role, preferably in the retail and financial services industry * Proven track record of providing exceptional client service and resolving complex customer inquiries and concerns * Strong problem-solving and critical thinking skills * Ability to work in a fast-paced environment and meet deadlines * Excellent communication and interpersonal skills * Ability to work independently and as part of a team * Proficiency in HRIS and CRM software programs and computer systems * Strong analytical and organizational skills * Ability to maintain confidentiality and handle sensitive information **Preferred Qualifications** * Bachelor's degree in Business Administration, Marketing, or a related field * Experience working in a call center or customer service environment * Knowledge of tax laws and regulations * Experience working with HRIS and CRM software programs and computer systems * Certification in customer service or a related field **Skills and Competencies** * Strong problem-solving and critical thinking skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and meet deadlines * Strong analytical and organizational skills * Ability to maintain confidentiality and handle sensitive information * Proficiency in HRIS and CRM software programs and computer systems * Strong customer service skills * Ability to work independently and as part of a team **Career Growth Opportunities and Learning Benefits** * Opportunities for career growth and advancement within the company * Comprehensive training and development programs to enhance skills and knowledge * Collaborative and supportive work environment * Recognition and rewards for outstanding performance * Opportunities for professional growth and development **Work Environment and Company Culture** * blithequark is a dynamic and forward-thinking organization that is committed to delivering exceptional customer experiences. * Our team is dedicated to providing innovative solutions that meet the evolving needs of our clients. * We are proud to be a leader in the retail and financial services industry, and we are seeking talented individuals who share our passion for excellence. * Our work environment is collaborative and supportive, with a focus on teamwork and open communication. * We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off. **Compensation, Perks, and Benefits** * Competitive salary and bonus structure * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching and paid time off * Opportunities for professional growth and development * Recognition and rewards for outstanding performance * Collaborative and supportive work environment **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional client service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the position. We look forward to hearing from you! Apply Job! Apply for this job