Experienced Customer Solutions Specialist – Global Customer Experience and Resolution Expert – Remote Opportunity in the US

Welcome to blithequark: A Leader in Global Aviation and Customer Excellence

blithequark is a renowned global airline committed to connecting people and uniting the world. With a presence in hundreds of locations worldwide, blithequark serves millions of customers with a diverse and inclusive workforce. As an organization, blithequark values diversity, equality, and inclusivity, fostering an environment where employees can thrive and contribute to the company mission of uplifting communities and providing exceptional service.

Job Summary: Specialist in Global Customer Solutions

As a Specialist in Global Customer Solutions at blithequark, you will play a crucial role in ensuring high-profile customer issues are addressed promptly and effectively. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. Your expertise and dedication will be instrumental in upholding blithequark's commitment to customer satisfaction and loyalty.

Key Responsibilities:

• Research and partner with stake-holding departments to address high-profile customer issues, ensuring that all concerns are thoroughly investigated and resolved.
• Ensure proper documentation and representation of cases, including public statements and follow-up actions, to maintain transparency and accountability.
• Conduct root cause analysis and provide suggestions for addressing failures, contributing to the continuous improvement of customer experience processes.
• Collaborate with external organizations to establish customer experience history for escalated incidents, fostering a culture of cooperation and mutual understanding.
• Provide leadership updates and executive-level communications on incident handling and resolution, demonstrating your ability to communicate complex information effectively.
• Proactively identify opportunities to improve customer resolution processes, leveraging your analytical skills and industry knowledge to drive positive change.
• Offer subject matter expertise and escalation support to team members and external contact center groups, sharing your expertise to enhance the overall performance of the team.

Essential Qualifications and Skills:

To succeed in this role, you will need:

• Minimum two years of operational or contact center experience, with a proven track record of resolving complex customer issues.
• Superior written and verbal communication skills, enabling you to craft compelling narratives and negotiate effectively with stakeholders.
• Ability to interact professionally with stakeholders at all levels, demonstrating empathy, active listening, and cultural competence.
• Strong problem-solving ability and decision-making skills, allowing you to navigate complex situations and make informed decisions.
• Proven analytical skills and attention to detail, ensuring that all aspects of customer issues are thoroughly examined and addressed.
• Proficiency in email applications and Microsoft Office products, facilitating seamless communication and collaboration.
• Legal authorization to work in the United States without sponsorship, complying with all relevant employment regulations.
• Experience with highly complex cases and customer service escalations, demonstrating your ability to manage high-pressure situations effectively.

Preferred Qualifications:

While not required, the following qualifications are highly desirable:

• Bachelor's degree in English, Journalism, or a related field, providing a solid foundation in communication and writing.
• Foreign language proficiency, enabling you to connect with a diverse range of customers and stakeholders.
• Knowledge of blithequark policies, procedures, and initiatives, demonstrating your familiarity with the company's operations and values.
• Experience in the airline industry, offering valuable insights into the complexities of aviation and customer service.

Working Hours and Benefits:

This is a remote position with flexible working hours, accommodating a dynamic and deadline-driven environment. As a blithequark employee, you will enjoy a comprehensive benefits package, including:

• Competitive salary ranging from $57,700 to $87,560, based on experience and skills.
• Bonus eligibility, recognizing your contributions to the company's success.
• Comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance.
• Parental leave and employee assistance program, supporting your well-being and work-life balance.
• Commuter benefits and flight privileges, offering you the opportunity to travel and experience the world.
• Paid holidays and time off, allowing you to recharge and pursue your passions.
• 401(k) plan with employee and company contribution opportunities, helping you plan for your future.

Career Growth Opportunities and Learning Benefits:

At blithequark, we are committed to the growth and development of our employees. As a Specialist in Global Customer Solutions, you will have access to:

• Comprehensive training programs, enhancing your skills and knowledge in customer service, communication, and conflict resolution.
• Mentorship opportunities, connecting you with experienced professionals who can offer guidance and support.
• Cross-functional collaboration, allowing you to work with various departments and develop a deeper understanding of the company's operations.
• Performance feedback and coaching, helping you to identify areas for improvement and achieve your career goals.

Work Environment and Company Culture:

blithequark is dedicated to creating a supportive and inclusive work environment, where employees can thrive and contribute to the company's mission. Our culture is built on the values of:

• Diversity, equity, and inclusion, recognizing the unique perspectives and experiences of our employees and customers.
• Customer-centricity, prioritizing the needs and satisfaction of our customers in every aspect of our operations.
• Collaboration and teamwork, fostering a spirit of cooperation and mutual respect among employees.
• Innovation and continuous improvement, encouraging creativity and experimentation in our pursuit of excellence.

Conclusion:

If you are a motivated and customer-focused professional, looking for a challenging and rewarding role in a dynamic industry, we encourage you to apply for the Specialist in Global Customer Solutions position at blithequark. With your skills, experience, and passion for customer excellence, you can make a meaningful contribution to our team and help shape the future of aviation. Join us in our mission to connect people and unite the world, and discover a career that takes you to new heights.