Senior Customer Service Representative for Digital Platforms – Remote Opportunity with a Leading Coffee Retailer at blithequark

Introduction to blithequark and the Coffee Retail Industry Imagine being part of a dynamic team that combines a passion for coffee with a commitment to sustainability, diversity, and inclusion. At blithequark, a certified B Corporation, we are dedicated to making a positive impact on people, profit, and the planet. As a leader in the coffee retail industry, we are seeking a highly skilled and motivated Senior Customer Service Representative to join our digital team. This remote-based opportunity offers the chance to work with a forward-thinking company that prioritizes quality, customer satisfaction, and employee growth. Why Join blithequark? By choosing to work with blithequark, you will become part of a vibrant community that values its employees and offers a range of benefits to support your career and personal well-being. These include: A competitive salary of up to $55,000 Opportunities for career advancement and growth within the organization A remote-based work arrangement, providing flexibility and work-life balance A comprehensive total rewards package, including a 401k with company match and healthcare coverage The chance to work with a certified B Corporation that is committed to making a positive impact A collaborative and inclusive team environment that fosters diversity, equity, and inclusion Job Responsibilities As a Senior Customer Service Representative at blithequark, you will play a critical role in delivering exceptional customer experiences across our digital platforms. Your key responsibilities will include: Acting as a subject matter expert across all digital platforms for customer communication, ensuring that customers receive accurate and helpful information Writing engaging content daily and engaging with customers via live chat and email, responding to their queries and concerns in a timely and professional manner Responding to negative feedback and crisis management situations, de-escalating issues and turning negative experiences into positive outcomes Maintaining service levels and assisting in the education of outsourcing partners, ensuring that our high standards of customer service are consistently met Supporting training and quality teams in delivering digital knowledge and training, helping to develop the skills and expertise of our customer-facing teams Qualifications and Skills To be successful in this role, you will need to possess the following qualifications and skills: High School Diploma or GED; Bachelor's degree in Communications or a related field preferred 2+ years of experience in managing ratings and reviews sites and social media handles, with a strong understanding of digital customer service principles and practices Proficiency in MS Office (Word/Excel/Outlook/Teams), with excellent technical skills and the ability to learn new systems and tools quickly Excellent customer-service, communication, and organizational skills, with the ability to work independently and manage multiple priorities and tasks Ability to identify sensitive situations and manage multiple live chats, remaining calm and composed under pressure Preferred Qualifications While not essential, the following qualifications and skills are highly desirable: Experience in customer-facing environments with live chat and digital platforms, with a strong understanding of the principles and practices of digital customer service Strong analytical skills, with the ability to analyze data and trends, and make informed decisions and recommendations Flexibility to work weekends, with a willingness to adapt to changing priorities and circumstances Career Growth and Development At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Senior Customer Service Representative, you will have access to training and development programs, designed to help you build your skills and expertise, and advance your career within the organization. Work Environment and Company Culture Our company culture is built on a foundation of quality, sustainability, diversity, and inclusion. We believe in fostering a collaborative and inclusive team environment, where everyone feels valued, respected, and empowered to contribute. As a remote-based employee, you will be part of a virtual team that is connected by a shared passion for coffee, customer service, and making a positive impact. Compensation, Perks, and Benefits In addition to a competitive salary and comprehensive benefits package, we offer a range of perks and benefits, designed to support your well-being and quality of life. These include: A 401k with company match, helping you to plan for your future and achieve your long-term financial goals Healthcare coverage, providing you with access to quality medical care and support A flexible and remote-based work arrangement, offering you the freedom to work from anywhere, and achieve a better work-life balance Opportunities for career advancement and professional development, helping you to build your skills and expertise, and advance your career Conclusion If you are a motivated and customer-focused individual, with a passion for coffee and a commitment to delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Customer Service Representative at blithequark, you will be part of a dynamic team that is dedicated to making a positive impact, and you will have the chance to build a rewarding and challenging career with a leading coffee retailer. Apply now to join our team and start your journey with blithequark! Apply for this job