**Experienced Customer Solutions Specialist I – Escalations Team**

At blithequark, we're revolutionizing the way homeowners and service professionals connect. Our mission is simple: Get all your home service jobs done well. With over 150 million homeowners trusting us to care for their homes, our network of 200,000 skilled local pros has grown exponentially over the last 25+ years. Our platform has made it easier than ever to find the right professional for any project, from repairs to renovations and everything in between. The Escalations team at blithequark is seeking a highly skilled Customer Solutions Specialist I to handle homeowner and service professional escalations. As an Escalations Specialist, you will evaluate the risk of a customer escalation and provide appropriate solutions to resolve complaints while mitigating ongoing risk. **What You'll Do:** * Utilize empathy and discernment to address consumer complaints, ensuring a high level of customer satisfaction and loyalty. * De-escalate complaints in line with blithequark's Operating Principles, maintaining a positive and professional tone. * Evaluate risk and nature of customer concern to provide an appropriate solution within company guidelines and maintain a high-quality marketplace. * Evaluate case documents, including pictures and proof provided, to identify next steps for the customer and ensure a seamless experience. * Provide high-level customer service for both email ticketing and phone, with excellent written and verbal skills, ensuring that every customer interaction is a positive one. * When applicable, take steps to minimize exposure to pro accounts, protecting both customers and service professionals. * A willingness to assist with any escalations-related tasks as business needs dictate, demonstrating flexibility and adaptability. **What We're Looking For:** * 2+ years in customer service, showcasing thorough, professional, and consistent communication, with a proven track record of resolving complex issues. * Comfort with maintaining a high volume of cases and outbound calls each day, with excellent time management and prioritization skills. * Ability to make critical decisions autonomously, using sound judgment and problem-solving skills to resolve complex issues. * Ability to think on your feet and pivot quickly, adapting to changing situations and priorities. * Ability to have tough conversations, handle objections, and utilize strong problem-solving skills to resolve customer complaints. * Ability to work in an environment that is unpredictable and fast-paced, with a high level of energy and a positive attitude. * Comfortable working with escalated calls using strong emotional intelligence, empathy, and active listening skills. * Growth mindset – you crave coaching and feedback and are able to implement as necessary, demonstrating a commitment to continuous learning and improvement. * Track record of adhering to company policies, including account notation, call documentation, and QA, with a strong attention to detail and commitment to quality. * Empathetic listener who can communicate extremely clearly and concisely both verbally and in written forms, with excellent written and verbal communication skills. * Strong desire to succeed and grow, with a positive, professional, and high-energy attitude, and a strong ability to multitask. * Strong computer skills required, particularly with internet and applications – ie. Salesforce, Google Suite. * Ability to work remotely from a private setting, with a hardwire and high-speed internet connection to utilize a phone headset for up to 8 hours per day. **Why Join blithequark?** * We value diversity and believe that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences. * Competitive compensation package, including a competitive annual performance bonus. * Full medical, dental, vision package to fit your needs. * Generous Paid Time Off policy. * Pet discount plans & retirement plan with company match (401K). * The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world. **Equal Employment Opportunity:** blithequark provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. **How to Apply:** If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at blithequark. Apply for this job