Experienced Customer Support Specialist II – Delivering Exceptional Client Experiences through Proactive Solutions and Expert Guidance

Introduction to blithequark

At blithequark, we pride ourselves on being a leader in our industry, known for delivering outstanding customer support throughout all sales and after-sales processes. Our commitment to exceptional customer experiences has earned us a reputation as a trusted and reliable partner for our clients. As we continue to grow and expand our services, we are seeking an experienced Customer Support Specialist II to join our team. In this role, you will play a critical part in ensuring our clients receive the highest level of support, guidance, and solutions to their inquiries and concerns.

Job Overview

The Customer Support Specialist II is responsible for efficiently addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. As a key member of our customer support team, you will be responsible for a designated portfolio of clients, serving as the primary point of contact for all client inquiries. Your exceptional communication skills, troubleshooting abilities, and proficiency in utilizing help desk software will enable you to establish trust with our clients, contribute to our reputation for delivering outstanding customer support, and drive business productivity.

Key Responsibilities

• Proactively manage an allocated client portfolio to guarantee an exceptional customer experience, including regular client check-ins and profile analysis
• Establish and nurture client relationships, ensuring a complete client onboarding process, including user set up, notification preference, preliminary training, and confirmation that systems were installed correctly
• Respond promptly and accurately to customer inquiries via phone, email, or chat channels, identifying and addressing customer needs, and guiding them in utilizing specific product features effectively
• Effectively guide clients and team members through basic to intermediate troubleshooting procedures, accepting and responding to escalated calls, and conducting comprehensive analysis to detect and report product malfunctions
• Create, maintain, and update our internal databases with relevant customer information, performing simple analysis on client data to look for trends, and providing training, assistance, recommendations, and solutions
• Collaborate with team members, sharing feature requests, and suggesting effective workarounds for common to advanced issues, while proactively informing customers about new product features and functionalities
• Follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions, serving as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity
• Coordinate with the Account Management team to guarantee the satisfaction of our current clients with our products and services, and collaborate with the Channel Partner department to schedule repairs and warranty work efficiently
• Participate in internal meetings to discuss client status and trends, and brainstorm ideas on how to improve the client experience, while performing additional tasks as assigned by management

Requirements and Qualifications

To be successful in this role, you will possess comprehensive knowledge of CRM systems and their functionality, exceptional knowledge of VivoPoint systems and its functionality, and proficiency in utilizing computer systems and navigating various software programs efficiently. You will also have outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns.

Essential Qualifications

• Comprehensive knowledge of CRM systems and their functionality
• Exceptional knowledge of VivoPoint systems and its functionality
• Proficient in utilizing computer systems and adept at navigating various software programs efficiently
• Proficient in analyzing client data to derive insights and make informed decisions
• Outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns
• Ability to navigate through software applications to effectively guide clients and team members through basic to intermediate troubleshooting procedures
• Exceptional communication skills, both written and verbal, to effectively interact with clients and team members
• Strong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging cases
• Strong organizational abilities, enabling effective time management and successful multitasking
• Detail-oriented approach with a commitment to maintaining accurate records and documentation

Preferred Qualifications

• Experience as a Customer Support Specialist I or similar customer service role required
• Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.
• Must obtain CPO license within first 30 days in position
• Experience using help desk software and remote support tools preferred
• Experience using computer software programs required; experience with GSuite and/or MS Office preferred
• Experience using CRM systems required; experience with HubSpot and NetSuite is preferred but not required
• Must be able to effectively communicate in English; ability to communicate in a second language is a plus

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Specialist II, you will have access to training and development opportunities, enabling you to enhance your skills and knowledge, and advance your career. You will work in a dynamic and fast-paced environment, responding to changing priorities and customer needs, and collaborating with cross-functional teams to achieve common goals.

Work Environment and Company Culture

Our company culture is built on a foundation of exceptional customer service, teamwork, and continuous improvement. We pride ourselves on being a trusted and reliable partner for our clients, and we strive to create a work environment that is supportive, inclusive, and empowering. As a member of our team, you will be valued and respected, and you will have the opportunity to contribute to our mission of delivering outstanding customer support.

Compensation, Perks, and Benefits

We offer a competitive hourly salary of $21-$25 per hour, as well as a range of perks and benefits, including opportunities for career growth and development, a dynamic and supportive work environment, and a comprehensive benefits package. We are committed to recognizing and rewarding the contributions of our employees, and we strive to create a work environment that is engaging, challenging, and fulfilling.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for the Customer Support Specialist II role at blithequark. As a key member of our customer support team, you will play a critical part in ensuring our clients receive the highest level of support, guidance, and solutions to their inquiries and concerns. Join our team and contribute to our mission of delivering outstanding customer support, while advancing your career and achieving your professional goals.