Experienced Customer Experience Chatroom Operator – Delivering Exceptional Support through Humanized Conversations and AI-Powered Technology at blithequark

Introduction to blithequark

Imagine being part of a revolutionary company that is changing the way enterprises connect with consumers through AI-powered conversational outreach strategies. At blithequark, we empower businesses to capture intent and drive meaningful conversations, leveraging our proprietary natural language processing model to deliver automation at an unprecedented scale. With over half a billion humanized conversations handled to date, we are the platform of choice for some of the world's most recognizable enterprises. Our focus on innovation and customer experience has sparked rapid growth since our founding in 2016, and we're now looking for talented individuals to join our team and help us accelerate the next era of growth and expansion.

About the Role

We are seeking an experienced Customer Experience Chatroom Operator to join our Conversion Improvement team, working from the comfort of your own home. As a key member of our team, you will play a vital role in handling millions of automated humanized conversations for our clients, ensuring that our natural language processor is always 98% sure of the user's intent. Your exceptional customer service skills, quick thinking, and ability to empathize with consumers will be essential in providing thoughtful, articulate, and appropriate guidance specific to each conversation.

Key Responsibilities

• Respond to inbound messages via our chat room in less than 30 seconds, utilizing point-and-click frequently asked questions and canned responses to address leads' questions or concerns about products or services.
• Create ad-hoc responses that are relevant, appropriate, and compliant with industry and vertical regulations.
• Escalate conversations to leadership when necessary, ensuring that complex issues are resolved efficiently and effectively.
• Document frequently asked questions to inform our natural language model and drive continual improvement.
• Maintain a high level of accuracy (98% or above) in response handling, with a focus on quality and attention to detail.
• Achieve a Replies per Hour rate of 60 replies per hour worked, demonstrating your ability to work efficiently and effectively in a fast-paced environment.
• Participate in other projects as assigned, showcasing your flexibility and willingness to adapt to changing priorities.

Requirements and Qualifications

To be successful in this role, you will need:

• Experience in a Customer Service Chatroom environment, with a proven track record of delivering exceptional support and resolving complex issues.
• Experience writing responses to consumers in real-time, chat-based environments, with a focus on clarity, accuracy, and empathy.
• Familiarity with verticals such as Automobile Insurance, Health Insurance, and Prescription Drug Plans, with a strong understanding of industry regulations and compliance requirements.
• Professionalism in all interactions, with a strong emphasis on exceptional attention to detail, high standards of excellence, and perfection.
• Comfortability working on a computer, with advanced typing skills and the ability to work efficiently in a fast-paced environment.
• Good grammatical, spelling, and logic skills, with the ability to write clear, concise, and well-structured responses.
• Exceptional verbal, communication, and written skills, with a focus on active listening, empathy, and conflict resolution.
• Reliability and responsibility, with a strong commitment to adhering to designated schedules and meeting performance targets.
• A reliable and strong internet/WiFi connection, with a dedicated workspace that is free from distractions and interruptions.

Education and Preferred Qualifications

We require a High School diploma or equivalent, with a College Degree being a plus. While formal education is important, we also value relevant work experience, skills, and certifications that demonstrate your ability to deliver exceptional customer experiences and work effectively in a fast-paced, technology-driven environment.

Core Values at blithequark

At blithequark, our core values are central to how we execute our roles and exceed expectations. We believe in:

• Lean: Finding the right balance between administration and action, with a focus on streamlining processes and eliminating unnecessary complexity.
• Passion: Expressing passion daily, with a desire to do the job and evolve beyond the base role, taking on additional projects and roles to help teams outside your own while maintaining your individual workload.
• Happiness: Finding balance in both personal and work life, with a focus on overall wellness, telecommute possibilities, and additional benefits that support your well-being.
• Improve: Never accepting the status quo, with a focus on streamlining, innovating, and bringing improvements to leadership, and understanding the anticipated benefits and impact on our daily working experience, teammates, and clients.
• Team: Supporting and assisting teammates, even if it's outside of typical duties, with a focus on respecting each other, the work we do, and the value we provide, and moving outside of our direct team to the company team as a whole.

Career Growth and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop their careers. As a Customer Experience Chatroom Operator, you will have access to:

• Ongoing training and development opportunities, with a focus on improving your skills and knowledge in customer experience, communication, and conflict resolution.
• Coaching and mentoring from experienced professionals, with a focus on helping you achieve your career goals and aspirations.
• Opportunities for advancement and career progression, with a focus on promoting from within and recognizing and rewarding outstanding performance.
• A collaborative and dynamic work environment, with a focus on teamwork, innovation, and creativity.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive company culture, with a focus on:

• Remote work options, with a focus on flexibility, autonomy, and work-life balance.
• A dynamic and collaborative work environment, with a focus on teamwork, innovation, and creativity.
• Regular team-building activities and social events, with a focus on building relationships, having fun, and celebrating our successes.
• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming, inclusive, and respectful of all employees.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a focus on recognizing and rewarding outstanding performance. Our benefits include:

• A comprehensive benefits program, with a focus on health, wellness, and financial security.
• Opportunities for professional growth and development, with a focus on ongoing training, coaching, and mentoring.
• A dynamic and collaborative work environment, with a focus on teamwork, innovation, and creativity.
• Flexible work arrangements, with a focus on remote work options, flexible hours, and work-life balance.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Experience Chatroom Operator at blithequark, you will be part of a dynamic and innovative team that is passionate about delivering exceptional customer experiences and driving business success. With a focus on career growth, learning, and development, we offer a unique and rewarding work environment that will help you achieve your goals and aspirations. Apply now to join our team and start your journey with blithequark!