Experienced Customer Support Associate – Mental Health and Wellness Services

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join blithequark's Consideration Accomplice team as a Customer Support Associate, working from the comfort of your own home.

About blithequark

blithequark is a leading provider of innovative mental health and wellness solutions, dedicated to empowering individuals and families to achieve emotional well-being and prosperity. Our team of experts is committed to delivering top-notch support and services that cater to the unique needs of our clients. As a Customer Support Associate, you will be an integral part of this mission, serving as the first point of contact for individuals seeking support and guidance.

Job Overview

As a Customer Support Associate, you will be responsible for providing exceptional support and services to individuals and families navigating mental health and wellness challenges. You will work in a fast-paced, dynamic environment, handling high volumes of inbound calls, emails, and chats while maintaining a high level of professionalism and empathy. Your primary goal will be to deliver a personalized, high-quality experience that meets the unique needs of each individual, ensuring they receive the right support and resources to achieve their goals.

Key Responsibilities

* Handle inbound calls, emails, and chats from individuals and families seeking support and guidance

• Execute daily and non-routine business support tasks, including administrative tasks, follow-up calls, and other responsibilities as assigned
• Follow established region-specific guidelines, policies, and procedures to deliver effective and efficient support
• Maintain accurate and complete internal documentation of required data in each significant system
• Consistently meet performance metrics, including quality, call handling time, and customer satisfaction targets
• Perform multiple tasks simultaneously, often while engaging with clients
• Utilize intranet and other tools to support call handling, frequently in real-time
• Engage in conversations/IM during breaks between calls for support and guidance
• Stay up-to-date on significant support data, process changes, and office information by reading messages and participating in training sessions

Participation and Confidentiality

* Safeguard the confidentiality of client data and adhere to blithequark's policies and procedures

• Determine the purpose of each call by actively listening and collaborating with clients, taking full responsibility for client connection
• Provide a high-quality, personalized experience based on client preferences and individualized needs
• Evaluate social determinants/needs; investigate and articulate relevant information about available services and resources
• Utilize screening tools to identify potential emergency situations and transfer calls accordingly, involving emergency services and at-risk individuals
• Address questions and resolve issues as a single point of contact, leveraging digital and written communication
• Collaborate with internal partners to resolve complex issues, with and without management intervention

Required Capabilities

* 4+ years of customer service and call center experience

• 4+ years of involvement in a social, mental, or human services field, providing customer support
• Essential computer skills (Microsoft Office Suite, Word, Excel, Teams, etc.)

Work Environment Requirements

* A dedicated workspace, free from interruptions, in a room with a door that closes, to maintain client confidentiality

• May not provide childcare or other forms of support during work hours
• Sitting in front of a computer with dual screens and a headset
• Must have a reliable internet connection
• Web speed: Home internet download speed of at least 400mbps and transfer speed between 10-20mbps
• Broadband or Fiber connection. Using DSL (satellite), Cell web (T-Mobile, Verizon, AT&T Fixed Wireless, US Cellular, etc.), cell towers, or a satellite connection is not acceptable; a direct link is required for internet access
• Ensure the internet service provider sets up a 4-port modem, with representatives using the fourth port for work internet

Preferred Qualifications

* 4+ years of social services experience

• Four-year degree or equivalent experience
• Call center experience

What We Offer

* Competitive salary range: $35-$40/hour

• Opportunities for career growth and professional development
• Comprehensive benefits package, including medical, dental, and vision coverage
• Paid time off and holidays
• Flexible work schedule and remote work options
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of dedicated professionals at blithequark. Apply Now! Apply for this job