Experienced Customer Service Representative – Collections and Escalations Specialist at blithequark
Are you a customer service professional with a passion for resolving complex issues and delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we have an exciting opportunity for you to join blithequark as a Collections and Escalations Specialist.
About blithequark
At blithequark, we're committed to empowering our customers to achieve their goals. As a leading provider of innovative solutions, we're dedicated to fostering a culture of inclusivity, diversity, and growth. Our team is passionate about making a positive impact, and we're looking for like-minded individuals to join our mission.
Job Summary
As a Collections and Escalations Specialist, you'll play a critical role in resolving customer complaints, issues, and inquiries related to leasing vehicles for ridesharing services. You'll serve as a liaison between blithequark and our drivers, providing exceptional support and ensuring a seamless experience. This is an in-office contract-to-hire role, offering premium benefits, including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay.
Responsibilities
* Effectively manage inbound and outbound calls, chats, emails, and SMS in a timely manner
- Identify drivers' needs, clarify information, find answers, and proactively follow up with customers
- Utilize timeline notes, provided resources, case precedent, scripts, and processes to make informed decisions when supporting customers
- De-escalate situations involving dissatisfied drivers, offering patient assistance while communicating difficult decisions and policies in an effective and respectful manner
- Keep concise, detailed records of all customer interactions in an organized manner
- Monitor for vehicle accidents, gather required information, interact with insurance carriers and collision shops, and guide the customer through the damage repair process
- Perform regular insurance audits and take follow-up actions for gaps
- Assist other teams as the business requires
- Clearly and respectfully communicate with team members
- Take ownership of actions and outcomes
- Be the voice of the customer while also being an ambassador of the business
- Provide feedback on how to improve processes and customer experience
Qualifications
* 2+ years of experience in a phone-based customer service role
- High school degree
- Strong and effective communicator – written and verbal
- Excellent organization and prioritization skills
- Effective active listener
- Experience creating successful outcomes in difficult situations
- Ability to multi-task and manage time effectively
- Experience with customer interaction management software (CRM tools)
- Willingness to disrupt the status quo (professionally) but also able to commit when a decision is made
- Flexible and able to transition on short notice
- Previous experience in a new, ambiguous, fast-paced environment
- Thrives in an environment with a certain level of autonomy in decision-making and planning
- Ability to stay curious and motivated in a dynamic, team-focused environment
- Enthusiasm for building a business with the capacity for overcoming obstacles in a constructive and collaborative manner
Work Environment and Culture
* blithequark is committed to creating a culture of inclusivity, diversity, and growth
- Our team is passionate about making a positive impact and delivering exceptional experiences
- We offer a dynamic, fast-paced environment with opportunities for growth and development
- Our office is located in REDONDO BEACH, with a set schedule from 8a-5p Pacific Time (11a-8p Eastern) – Monday thru Friday
Benefits and Perks
* Premium benefits, including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay
- Eligibility for voluntary benefit plans, including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability
- Access to a retirement savings plan, service bonus, and holiday pay plans (earn up to eight paid holidays per benefit year)
- Transit spending account
- Paid sick leave under the applicable state or local plan
How to Apply
If you're a motivated and results-driven customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your most recent resume and a cover letter outlining your experience and qualifications.
About Kelly
Kelly is a leading provider of innovative solutions, dedicated to empowering our customers to achieve their goals. We're committed to fostering a culture of inclusivity, diversity, and growth, and we're looking for like-minded individuals to join our mission.
Equal Employment Opportunity
Kelly is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities.
E-Verify
Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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