**Experienced Customer Experience Specialist (2nd & 3rd Shift) – Remote Opportunity with blithequark**

Are you a customer-centric professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark, a leading organization in the healthcare industry, as a Customer Experience Specialist (2nd & 3rd Shift). This is a unique opportunity to work remotely, anywhere in the United States, and be part of a team that is committed to providing the best patient experience possible. **About blithequark** blithequark is a privately held organization that has been committed to growing organically and has doubled its revenue in the past 10 years. We pride ourselves on our "White Glove" service model, which focuses on delivering exceptional patient experiences through our cutting-edge technology and dedicated team members. Our mission is to provide the best possible care to our patients, and we are seeking a talented Customer Experience Specialist to join our team. **Job Summary** As a Customer Experience Specialist (2nd & 3rd Shift), you will be responsible for providing exceptional customer service to our patients, vendors, and employees via phone, email, and support software. You will be the primary point of contact for customers, resolving their concerns in a professional and timely manner. This role requires strong communication, problem-solving, and time management skills, as well as the ability to work independently and as part of a team. **Work Schedule** This is a full-time, remote position that requires working rotating 2nd & 3rd shifts. The schedule is set and not subject to change: * 1st and 3rd week: + Saturday: 3rd shift (10:30 PM - 7:00 AM) + Tuesday: 2nd shift (10:30 AM - 11:00 PM) + Wednesday: 3rd shift (10:30 PM - 7:00 AM) + Friday: 2nd shift (10:30 AM - 11:00 PM) * 2nd and 4th week: + Saturday: 2nd shift (2:30 PM - 11:00 PM) + Sunday: 2nd shift (2:30 PM - 11:00 PM) + Tuesday: 3rd shift (10:30 PM - 7:00 AM) + Thursday: 2nd shift (2:30 PM - 11:00 PM) + Friday: 3rd shift (10:30 PM - 7:00 AM) **Responsibilities** As a Customer Experience Specialist (2nd & 3rd Shift), your primary responsibilities will include: * Managing incoming customer service phone calls and other customer requests * Creating service requests and dispatching accordingly * Identifying and resolving customer concerns in a professional and timely manner * Using web-based system tools such as OMS, Word, and Excel on a daily basis * Logging all communication in work service requests * Interacting with vendors, customers, and employees via phone, text, and emails * Escalating service calls when needed * Attaching Field Service Reports to service requests in OMS * Auditing reports from vendors and ensuring all calls are logged in OMS * Following through on the resolution of any customer needs * Acting as the nighttime contact for drivers, providing scheduling and maintenance support * Handling inbound and outbound calls to 20-30 drivers nightly, proactively monitoring on-time pick-ups and deliveries * Escalating problems to proper manager contacts as appropriate * Following HIPAA regulations as it pertains to communication * Effectively communicating pertinent information to daytime contacts within multiple geographical regions * Handing off follow-ups to coworkers on the next shift * Ordering and canceling injectable doses * Entering helium readings into OMS **Requirements** To be successful in this role, you will need: * Customer service/call center/patient scheduling experience * Strong ability to prioritize and multitask with attention to detail * Time management, organization, and focus on prioritizing and multitasking with attention to detail * Ability to articulate thoughts into clear and concise written and verbal communication * Strong written and verbal communication skills * Experience working on computers, using Excel, and other Microsoft Office applications **Essential Functions** As a Customer Experience Specialist (2nd & 3rd Shift), you will be expected to: * Provide professional engagement and follow-up communication via phone, email, and support software with customers and coworkers * Exhibit an attitude that is positive, can-do, and customer-first with all customers * Consistently perform all steps of the Customer Experience Initiative **Benefits** blithequark offers a comprehensive benefits package, including: * Health, dental, and vision insurance * Company-paid dental (with applicable health plans) * 401(k) matching * Employee Assistance Program * Company-paid life insurance and voluntary supplemental life insurance * Voluntary short-term/long-term disability options * Flex PTO and paid holidays * Company swag * Health club reimbursement * Wellness program with generous incentives * Employee recognition programs * Referral bonus program * Job training and professional development **Equal Employment Opportunity** blithequark is committed to equal employment opportunity and offers a drug-free work environment to all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, disability, marital status, veteran status, or any other category protected by applicable law. **How to Apply** If you are a motivated and customer-focused professional looking for a new challenge, please apply to this exciting opportunity with blithequark. To apply, please visit our website and submit your application. **Note:** This job description is not an exhaustive list of responsibilities, and you may be required to perform other duties as determined by your manager. Apply for this job