**Experienced Senior Customer Service Representative – Retail and Financial Services Hotline Expert**

At blithequark, we're committed to delivering exceptional client experiences that exceed expectations. As a Senior Customer Service Representative on our Retail and Financial Services Hotline team, you'll play a vital role in providing top-notch support to our clients, resolving complex issues, and driving business growth. If you're a customer service superstar with a passion for problem-solving and a knack for building strong relationships, we want to hear from you! **About blithequark** blithequark is a leading provider of innovative solutions for the retail and financial services industries. Our team of experts is dedicated to helping businesses succeed by delivering exceptional customer experiences, streamlining operations, and driving growth. We're proud to be a dynamic and forward-thinking organization that values innovation, collaboration, and customer satisfaction. **Job Summary** As a Senior Customer Service Representative, you'll be responsible for providing exceptional client service through phone, email, and chat communication, resolving complex internal customer inquiries and concerns, and partnering with Subject Matter Experts (SMEs) and Tier 3 teams to resolve issues. You'll also be expected to provide training and mentoring to other customer service associates, serve as a liaison between clients and management, and participate in additional team projects and tasks as needed. **Key Responsibilities** * Interpret clients' needs and utilize HRIS and CRM software programs to identify possible resolutions * Require critical thinking and problem-solving skills to partner with SMEs and Tier 3 teams to research and resolve inquiries when established procedures don't fully address the issue * Research and resolve escalated cases accurately and within Service Level Agreements (SLAs) * Act as a contact for escalated cases coming from Payroll, Tax Operations, Benefits, and Timekeeping departments to associates at World Headquarters and in the field * Use HRIS and CRM software programs and computer systems to accurately document and track client contacts * Adhere to compliance policies when resolving client issues * Document and communicate to management any recurring or significant problems or issues with any products or services supported as encountered through contacts * Follow established procedures to resolve escalated issues regarding Tax Training School courses * Use internal computer systems to maintain tax professional training and certification records, ensuring compliance with federal and state licensing and registration requirements * Provide up-to-date training and mentoring to other People Resource Center representatives * Participate in outbound calling campaigns or internal team projects as needed **Essential Qualifications** * 2+ years of experience in a customer service role, preferably in a retail or financial services environment * Proven track record of providing exceptional customer service and resolving complex issues * Strong critical thinking and problem-solving skills, with the ability to analyze complex situations and develop effective solutions * Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders * Proficiency in HRIS and CRM software programs, as well as computer systems and internal software applications * Ability to work in a fast-paced environment and adapt to changing priorities and deadlines * Strong attention to detail and organizational skills, with the ability to manage multiple tasks and projects simultaneously **Preferred Qualifications** * Experience working in a call center or customer service environment, with a focus on retail or financial services * Certification in customer service or a related field (e.g. Certified Customer Service Representative (CCSR)) * Experience with training and mentoring, with a focus on developing the skills and knowledge of other customer service representatives * Familiarity with compliance policies and procedures, particularly in the retail and financial services industries * Experience working in a remote or virtual environment, with a focus on maintaining productivity and efficiency in a flexible work setting **Skills and Competencies** * Strong customer service skills, with a focus on building strong relationships and resolving complex issues * Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders * Strong critical thinking and problem-solving skills, with the ability to analyze complex situations and develop effective solutions * Proficiency in HRIS and CRM software programs, as well as computer systems and internal software applications * Ability to work in a fast-paced environment and adapt to changing priorities and deadlines * Strong attention to detail and organizational skills, with the ability to manage multiple tasks and projects simultaneously **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their skills and knowledge. As a Senior Customer Service Representative, you'll have access to a range of training and development opportunities, including: * Ongoing training and development programs, with a focus on building your skills and knowledge in customer service, problem-solving, and communication * Opportunities for advancement and career growth, with a focus on developing your leadership and management skills * Access to a range of internal resources and tools, including HRIS and CRM software programs, computer systems, and internal software applications * A dynamic and supportive work environment, with a focus on collaboration and teamwork **Work Environment and Company Culture** At blithequark, we're proud to offer a dynamic and supportive work environment that's focused on collaboration, innovation, and customer satisfaction. As a Senior Customer Service Representative, you'll be part of a team that's dedicated to delivering exceptional client experiences and driving business growth. Our company culture is built on a set of core values that include: * Customer satisfaction: We're committed to delivering exceptional client experiences that exceed expectations. * Innovation: We're always looking for new and better ways to do things, with a focus on innovation and creativity. * Collaboration: We believe in the power of teamwork and collaboration, with a focus on building strong relationships and working together to achieve our goals. * Integrity: We're committed to doing the right thing, with a focus on ethics, compliance, and transparency. **Compensation, Perks, and Benefits** As a Senior Customer Service Representative at blithequark, you'll be eligible for a range of compensation, perks, and benefits, including: * Competitive salary and benefits package * Ongoing training and development opportunities * Opportunities for advancement and career growth * Access to a range of internal resources and tools * A dynamic and supportive work environment * Flexible work arrangements, including remote and virtual work options * A range of employee perks and benefits, including health and wellness programs, employee discounts, and more. **How to Apply** If you're a customer service superstar with a passion for problem-solving and a knack for building strong relationships, we want to hear from you! To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job