Introduction to blithequark and the Role At blithequark, we are dedicated to providing exceptional customer experiences through our innovative products and services. As a leader in our industry, we recognize the importance of having a strong frontline team that can effectively address customer needs and concerns. We are seeking an experienced and skilled Customer Service Representative - Retention Specialist to join our team in a hybrid role, working both onsite at our location and from the comfort of your own home. This multifaceted position requires a unique blend of technical knowledge, communication skills, and problem-solving abilities to provide top-notch support to our valued customers. Key Responsibilities In this dynamic role, you will be responsible for handling a wide range of customer interactions, including telephone and virtual communications, utilizing various tools and systems such as telephone, email, e-care, correspondence, TTY, and online chat. Your primary objective will be to provide effective resolutions to customer inquiries and concerns, leveraging your in-depth knowledge of blithequark's products and services. Some of the key responsibilities include: Handling wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service Troubleshooting and resolving customer-impacting issues such as voice and data issues that span multiple networks and interdependent network elements Assisting customers with products and services, including laptop connect services, air cards, USB devices, initial set-up, and configuration of blithequark-provided software and applications Proactively engaging T3 support (network and IT) to address and resolve issues Remaining proficient in all billing, rate plan, and feature matters Coordinating with all sales channels for retention efforts on existing customer base May sell products and services offered by blithequark Exhibiting in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues Developing a proven track record of resolving issues and retaining customers Performing other duties as assigned by management Essential Qualifications To be successful in this role, you must possess the following essential qualifications: Verified internet service (secure, reliable, and dedicated high-speed is required to support business needs) Maintaining a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy, etc.) Being available, accessible, and accountable to work during established work schedules and shifts Preferred Qualifications While not required, the following preferred qualifications will make you a more competitive candidate: At least one year of customer service experience Call Center experience Advanced typing/keyboarding skills Skills and Competencies To excel in this role, you must possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment. You should be highly organized, with a strong attention to detail and the ability to multitask. Additionally, you must be proficient in using various software applications and tools, with a strong technical aptitude. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative - Retention Specialist, you will have access to paid training, which you will complete from the comfort of your own home. You will also have opportunities to develop your skills and knowledge, with a focus on career advancement and professional growth. Our comprehensive training program will provide you with the tools and resources you need to succeed in this role and beyond. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. Our company culture is built on a foundation of respect, integrity, and teamwork, with a focus on providing exceptional customer experiences. As a hybrid employee, you will have the flexibility to work from home and onsite, with a balance of autonomy and collaboration. Our team is passionate about what we do, and we are committed to making a positive impact on our customers and our community. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of benefits and perks, including: Paid training that you'll complete from home Competitive compensation package Medical/dental coverage 401(k) plan Tuition reimbursement Paid time off 50% employee discount on eligible blithequark wireless plans and accessories 50% employee discount on blithequark Internet (Fiber where available) Conclusion If you are a motivated and customer-focused individual with a passion for providing exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative - Retention Specialist at blithequark, you will have the chance to make a real difference in the lives of our customers, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic team and take your career to the next level. Apply now to become a part of the blithequark family and start your journey to success! Apply for this job