**Experienced Customer Service Representative – Collections and Escalations Specialist at blithequark**

Are you a customer service professional with a passion for resolving complex issues and delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we have an exciting opportunity for you to join blithequark as a Collections and Escalations Specialist. **About blithequark** At blithequark, we're committed to empowering our customers to achieve their goals. As a leading provider of innovative solutions, we're dedicated to fostering a culture of inclusivity, diversity, and growth. Our team is passionate about making a positive impact, and we're looking for like-minded individuals to join our mission. **Job Summary** As a Collections and Escalations Specialist, you'll play a critical role in resolving customer complaints, issues, and inquiries related to leasing vehicles for ridesharing services. You'll serve as a liaison between blithequark and our drivers, providing exceptional support and ensuring a seamless experience. This is an in-office contract-to-hire role, offering premium benefits, including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay. **Responsibilities** * Effectively manage inbound and outbound calls, chats, emails, and SMS in a timely manner * Identify drivers' needs, clarify information, find answers, and proactively follow up with customers * Utilize timeline notes, provided resources, case precedent, scripts, and processes to make informed decisions when supporting customers * De-escalate situations involving dissatisfied drivers, offering patient assistance while communicating difficult decisions and policies in an effective and respectful manner * Keep concise, detailed records of all customer interactions in an organized manner * Monitor for vehicle accidents, gather required information, interact with insurance carriers and collision shops, and guide the customer through the damage repair process * Perform regular insurance audits and take follow-up actions for gaps * Assist other teams as the business requires * Clearly and respectfully communicate with team members * Take ownership of actions and outcomes * Be the voice of the customer while also being an ambassador of the business * Provide feedback on how to improve processes and customer experience **Qualifications** * 2+ years of experience in a phone-based customer service role * High school degree * Strong and effective communicator – written and verbal * Excellent organization and prioritization skills * Effective active listener * Experience creating successful outcomes in difficult situations * Ability to multi-task and manage time effectively * Experience with customer interaction management software (CRM tools) * Willingness to disrupt the status quo (professionally) but also able to commit when a decision is made * Flexible and able to transition on short notice * Previous experience in a new, ambiguous, fast-paced environment * Thrives in an environment with a certain level of autonomy in decision-making and planning * Ability to stay curious and motivated in a dynamic, team-focused environment * Enthusiasm for building a business with the capacity for overcoming obstacles in a constructive and collaborative manner **Work Environment and Culture** * blithequark is committed to creating a culture of inclusivity, diversity, and growth * Our team is passionate about making a positive impact and delivering exceptional experiences * We offer a dynamic, fast-paced environment with opportunities for growth and development * Our office is located in REDONDO BEACH, with a set schedule from 8a-5p Pacific Time (11a-8p Eastern) – Monday thru Friday **Benefits and Perks** * Premium benefits, including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay * Eligibility for voluntary benefit plans, including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability * Access to a retirement savings plan, service bonus, and holiday pay plans (earn up to eight paid holidays per benefit year) * Transit spending account * Paid sick leave under the applicable state or local plan **How to Apply** If you're a motivated and results-driven customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your most recent resume and a cover letter outlining your experience and qualifications. **About Kelly** Kelly is a leading provider of innovative solutions, dedicated to empowering our customers to achieve their goals. We're committed to fostering a culture of inclusivity, diversity, and growth, and we're looking for like-minded individuals to join our mission. **Equal Employment Opportunity** Kelly is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. **E-Verify** Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. **Apply Now** Apply Job! Apply for this job