Customer Experience Representative - Mom & Baby at blithequark

Transforming the Home Health Products Industry with Compassionate Customer Service At blithequark, we're revolutionizing the home health products and equipment industry by putting our customers, community, and coworkers at the forefront of everything we do. We're on a mission to create a better way of doing business, and we're looking for a talented Customer Experience Representative to join our dynamic Mom and Baby team in Asheville, NC. About Us blithequark's Mom and Baby division is a thriving team of 40 customer service representatives, 7 inside sales managers, and a robust support system. We're dedicated to providing top-notch breast pumps, maternity compression, and lactation support services to new and expectant mothers. Our team supports expecting mothers, medical offices, and insurance providers, ensuring that our customers receive the best possible care. The Opportunity As a Customer Experience Representative at blithequark, you'll be the face of our company, working closely with customers who have requested mom and baby items through insurance. Your performance will be measured by four key pillars: customer service, phone metrics, gross profit, and closing percentage. You'll have the opportunity to make a real impact on our customers' lives, and your hard work will be recognized and rewarded. Primary Responsibilities Work with customers to determine their needs and provide personalized solutions for mom and baby items through insurance Manage orders nationwide, ensuring timely and accurate delivery of products Interface with existing customers to present blithequark's services and determine their resupply needs Handle inbound calls and emails from patients, converting them into potential sales opportunities Make outbound phone calls and emails to patients, providing exceptional customer service and support Investigate and troubleshoot customer service issues, resolving problems promptly and efficiently Communicate with customers to provide equipment and sizing troubleshooting, ensuring a seamless experience Enter new customer demographics and update changes to existing accounts, maintaining accurate records Process documentation, including verification of insurance, and maintain compliance with laws and regulations Perform order entry and data maintenance, ensuring accuracy and attention to detail Take on additional duties as assigned, demonstrating flexibility and a willingness to adapt Maintain HIPAA/patient confidentiality and comply with laws, regulations, and company policies Skills for Success To thrive in this role, you'll need: Excellent customer service skills, with a passion for delivering exceptional experiences The ability to handle high call volumes, remaining composed under pressure A team-player mentality, with the ability to work individually and collaboratively Self-motivation, high energy, and an engaging level of enthusiasm Exceptional verbal, written, listening, and presentation communication skills Self-discipline, critical thinking, and organizational skills, with the ability to multitask and research A willingness to work in a fast-paced, dynamic environment A proven work history demonstrating stability, reliability, and strong work ethics Sensitivity to patient care issues and a commitment to maintaining HIPAA confidentiality Required Qualifications To be considered for this role, you'll need: A high school diploma or equivalent; some college preferred Microsoft Office computer skills, with the ability to learn new systems and software 1+ year of customer service experience, with a track record of delivering exceptional results What We Offer At blithequark, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Our perks and benefits include: Competitive pay, with a starting rate of $18 an hour Health plans with FSA or HSA options, dental, and vision insurance Optional life insurance and 401K with company match 12 weeks of parental leave for birthing parents and 4 weeks for non-birthing parents Additional parental benefits, including fertility stipends, free diapers, and breast pumps Paid holidays and PTO accrual from day one Employee assistance programs and more Our Culture and Achievements At blithequark, we're proud of our commitment to our employees and our community. We've been recognized locally and nationally for our achievements, including: Inc. 5000 Best Place to Work award winner Family Forward Certified HME Excellence Award Sky High Growth Award We're an equal opportunity employer, committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind, based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic. Join Our Team If you're a compassionate customer service professional looking for an opportunity to make a real impact, we want to hear from you! At blithequark, you'll have the chance to grow and develop your skills, working with a talented team of professionals who are passionate about delivering exceptional customer experiences. Apply now and join our dynamic team in Asheville, NC! Apply for this job