At blithequark, we're dedicated to providing exceptional staffing and executive search services, blending the best in people with the ongoing demands of the workplace. As a leading management consulting firm, we're committed to fostering a culture of unconditional Acceptance and Belonging in our practices, processes, and relationships. We're now seeking an experienced Part-Time Virtual Customer Support Specialist to join our team and provide top-notch support to our clients. **About blithequark** blithequark is an 8(a), WOSB, and WBE owned management consulting firm founded in 1990. Our mission is to empower individuals and organizations to achieve their full potential by providing high-quality staffing and executive search services. We're proud to be a part of the community and are committed to making a positive impact. **Job Summary** We're looking for a highly skilled and experienced Part-Time Virtual Customer Support Specialist to join our team. As a key member of our support team, you'll be responsible for providing exceptional customer service to our clients, resolving complex situations, and advocating for their needs. If you're a motivated and empathetic individual with a passion for delivering outstanding customer experiences, we encourage you to apply. **Key Responsibilities** * Provide exceptional customer service to clients via phone, email, or chat, resolving complex situations related to various types of potential fraud. * Utilize a computer to access customer information and resources to successfully handle calls, following documented processes and procedures. * Apply critical thinking to each caller's situation, advocating for their needs while providing accurate information and unbiased advice. * Overcome common challenges faced by customer support specialists, including customer frustration, pushback, and emotional impact. * Communicate effectively with callers and other team members, as well as leadership, to ensure seamless support and collaboration. * Work collaboratively with multiple levels of support to resolve caller's concerns (Tier 2, Tier 3). * Stay up-to-date with changes in a fast-paced environment, adapting to new processes and procedures as needed. **A Typical Day in The Life of a Customer Support Specialist** * Work during project hours of 9:00 AM-6:00 PM EST (Mon-Fri) to support our call queue. * Access various software, systems, and tools on a company-provided laptop to complete job requirements. * Take back-to-back calls from our customer hotline, dealing with complex situations that pertain to various types of potential fraud. * Follow documented processes and procedures to provide accurate information and unbiased advice based on call-handling procedures. * Multi-task while on calls to collaborate with multiple levels of support to resolve caller's concerns. * Overcome challenges that may have an emotional impact on your ability to handle calls. * Collaborate and communicate effectively in a virtual environment to stay abreast of any changes that occur in a fast-paced environment. * Complete other tasks/duties as assigned. **Essential Qualifications** * High School diploma or equivalent; a college degree or some college coursework is preferred. * Ability to successfully pass a criminal background check. * Ability to work from home with a dedicated space to focus on daily work tasks. * Flexibility to work the days/hours required to be successful in this role (Monday-Friday, 20 hours per week, 4 hours per day). **Preferred Qualifications** * At least 1 year of relevant experience providing customer support and dealing with complex situations, preferably regarding various types of fraud. * Technical ability to effectively utilize a computer to access customer information and resources to successfully handle calls. * Ability to apply critical thinking to each caller's situation while following documented processes and procedures. * Ability to advocate for each caller while providing accurate information and unbiased advice. * Ability to overcome common challenges customer support specialists face (customer frustration, customer pushback, emotional impact, dealing with unknown situations). **Skills and Competencies** * Dynamic people skills that demonstrate professionalism, empathy, respect, patience, and being a team player in everything that you do. * Excellent communication and interpersonal skills, with the ability to effectively communicate with callers and other team members. * Strong problem-solving and critical thinking skills, with the ability to analyze complex situations and provide effective solutions. * Ability to work in a fast-paced environment, adapting to new processes and procedures as needed. * Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines. **Career Growth Opportunities and Learning Benefits** * Opportunities for professional growth and development, including training and mentorship programs. * Collaborative and supportive work environment, with a focus on teamwork and open communication. * Flexible work arrangements, including remote work options and flexible hours. * Competitive compensation and benefits package, including paid time off and holidays. **Work Environment and Company Culture** * blithequark is committed to fostering a culture of unconditional Acceptance and Belonging in our practices, processes, and relationships. * Our team is passionate about delivering exceptional customer experiences and making a positive impact in the community. * We value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all. **Compensation and Benefits** * Competitive hourly rate of $17.75 per hour. * Flexible work arrangements, including remote work options and flexible hours. * Opportunities for professional growth and development, including training and mentorship programs. * Collaborative and supportive work environment, with a focus on teamwork and open communication. * Competitive compensation and benefits package, including paid time off and holidays. **How to Apply** If you're a motivated and empathetic individual with a passion for delivering outstanding customer experiences, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is welcoming and inclusive for all. **Contact Information** For more information about this role or to apply, please contact us at [insert contact information]. We look forward to hearing from you! Apply for this job