Experienced Customer Contact Representative Lead - Hybrid Role for Exceptional Customer Service and Team Leadership

Welcome to blithequark: Where Customer Satisfaction Meets Exceptional Service

At blithequark, we pride ourselves on being a community of dedicated professionals passionate about delivering outstanding customer experiences. As a leader in the food industry, we recognize the importance of building strong relationships with our customers and sellers. That's why we're seeking an experienced Customer Contact Representative Lead to join our dynamic team. This hybrid role offers the perfect blend of remote and onsite work, allowing you to leverage your exceptional leadership skills, problem-solving abilities, and passion for customer service to drive success.

Job Overview

As a Customer Contact Representative Lead at blithequark, you will serve as a subject matter expert, providing guidance and support to our customer contact representative team. Your primary focus will be on ensuring our customers receive exceptional service quality, resolving requests in a timely manner, and fostering a positive work environment that promotes good morale and cooperation. You will work closely with the Customer Contact Manager to identify coaching opportunities, improve team performance, and drive business growth.

Key Responsibilities

• Mentor, advise, and lead team members to achieve their goals and deliver excellent customer service
• Provide real-time feedback, communications, and necessary support to peers
• Respond to immediate needs and questions related to company processes, products, policies, and procedures
• Take escalations from the team and support internal department resources as needed
• Review and present daily metric and communication updates, as well as daily huddle announcements
• Offer thorough customer and order solution options to customers and contact representatives
• Collaborate with the Customer Contact Manager to support the coaching process, quality performance reviews, and metric data analysis
• Participate in cross-company projects to improve and optimize the customer experience
• Conduct analysis to produce customer-specific reports or activities as contractually required
• Assist sellers with customer business analysis, product research, and recommendations for profitability
• Approve service recovery requests and provide guidance to peers

Essential Qualifications

To succeed in this role, you will need:

• A High School diploma or equivalent, with a minimum of 5 years of customer service or support experience
• At least 5 years of previous sales support or customer service experience, with a proven track record of supporting customers and team members with exceptional service and leadership
• Foodservice or distribution experience is preferred, as well as experience working virtually (i.e., from home)
• Professional leadership skills, with the ability to lead by example
• Excellent written and verbal communication skills, with strong attention to detail and critical thinking abilities
• Ability to navigate technology, phone systems, and tools, with advanced knowledge of Microsoft applications and Salesforce.com experience
• Customer service orientation, with the ability to adapt and respond to different personalities

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience in a leadership or team lead role, with a proven track record of driving team success
• Advanced knowledge of customer service principles, practices, and techniques
• Experience with data analysis and reporting, with the ability to interpret and present complex data insights
• Strong problem-solving and conflict resolution skills, with the ability to think critically and outside the box

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Customer Contact Representative Lead, you will have access to:

• Comprehensive training and development programs, designed to enhance your leadership and customer service skills
• Opportunities for career advancement, with a clear path for professional growth and development
• A dynamic and supportive work environment, with a focus on collaboration and teamwork
• Regular feedback and coaching, with a focus on continuous improvement and skill development

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a Customer Contact Representative Lead, you will be part of a dynamic team that values:

• Customer satisfaction and exceptional service quality
• Teamwork and collaboration, with a focus on mutual respect and support
• Continuous learning and development, with a focus on skill growth and career advancement
• Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a hourly rate of $23.00 - $27.00 per hour, depending on location and experience. Our benefits package includes:

• Health insurance, with a range of plan options to suit your needs
• Pre-tax spending accounts, with the ability to set aside funds for healthcare and other expenses
• Retirement benefits, with a company-matched 401(k) plan
• Paid time off, with a generous vacation and holiday package
• Short-term and long-term disability, with income protection in the event of illness or injury
• Employee stock purchase plan, with the opportunity to invest in blithequark's future success
• Life insurance, with a comprehensive package to protect your loved ones

Conclusion

If you're a motivated and customer-focused professional, with a passion for leadership and team development, we encourage you to apply for this exciting opportunity. As a Customer Contact Representative Lead at blithequark, you will be part of a dynamic team that values exceptional service quality, teamwork, and continuous learning. Don't miss out on this chance to join our community of dedicated professionals and take your career to the next level. Apply today and discover the blithequark difference!