Job Description
Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the Electricity industry? Do you thrive in fast-paced environments where no two interactions are ever the same? If so, we invite you to join blithequark's dynamic team as a Customer Experience Agent, working fully remotely to provide top-notch service to our valued customers. **About blithequark** At blithequark, we're dedicated to revolutionizing the way people interact with their energy providers. Our mission is to empower customers with seamless, personalized experiences that exceed their expectations. As a Customer Experience Agent, you'll play a vital role in achieving this vision, working closely with our team to resolve customer inquiries, address billing disputes, and provide expert guidance on our services. **Key Responsibilities** As a Customer Experience Agent at blithequark, you'll be responsible for: * Fielding incoming customer service calls, taking ownership of resolving customer issues in a timely and accurate manner * Researching account status and identifying potential issues to prevent escalations * Addressing billing inquiries and resolving billing disputes in accordance with company policies and regulatory requirements * Processing disconnection and re-connection requests, ensuring seamless transitions for our customers * Enrolling customers in our services and resolving enrollment issues to ensure a smooth onboarding experience * Initiating collection activity on past due accounts and processing disconnections and re-connections as necessary * Serving as a customer advocate, providing empathetic and solution-focused support to our customers while adhering to all regulatory requirements and company policies **Essential Qualifications** To succeed in this role, you'll need: * **Bilingual (English/Spanish) Required**: Fluency in both English and Spanish is essential for communicating effectively with our diverse customer base * **Outstanding Phone Etiquette and Communication Skills**: You'll need to possess polished verbal and written communication skills to engage with customers and resolve issues efficiently * **Excellent Listening Skills**: The ability to listen attentively to customers and understand their concerns is crucial for providing effective support * **Calm Demeanor in High-Pressure Situations**: You'll need to remain composed when dealing with agitated customers, providing a calm and empathetic response to de-escalate situations * **Attention to Detail and Commitment to Quality**: You'll be responsible for maintaining high-quality customer service standards, ensuring accuracy and attention to detail in all interactions * **Strong Quantitative, Analytical, and Problem-Solving Skills**: The ability to analyze customer issues, identify solutions, and implement process improvements is essential for success in this role * **Proficiency in Windows Environment and MS Office Applications**: Familiarity with Windows and MS Office applications, including Word and Excel, is required for efficient task management and data analysis **Preferred Qualifications** While not required, the following experience and skills will be highly valued: * **Minimum 1 Year of Experience in Inbound Call Center Environment**: Previous experience in an inbound call center environment, with customer care experience, is strongly preferred * **Experience within the Retail Electricity Industry**: Familiarity with the retail electricity industry and its unique challenges will be beneficial in providing expert support to our customers * **Experience in Similar Markets**: Experience in similar markets, such as utilities, telecom, or cable, will be considered an asset in this role **What We Offer** As a Customer Experience Agent at blithequark, you'll enjoy: * **Fully Remote Work Environment**: Work from the comfort of your own home, enjoying the flexibility and autonomy that comes with remote work * **Competitive Compensation and Benefits**: A competitive salary and benefits package, including health insurance, retirement plans, and paid time off * **Opportunities for Career Growth and Development**: Regular training and development opportunities to enhance your skills and advance your career within blithequark * **Collaborative and Supportive Team Environment**: A dynamic team environment that values collaboration, open communication, and mutual support * **Recognition and Rewards**: Recognition and rewards for outstanding performance, including bonuses and employee recognition programs **How to Apply** If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the Electricity industry, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. We look forward to welcoming you to the blithequark team! Apply for this job