Experienced Customer Service Representative – Community Provider Support & Network Growth

At blithequark, we're dedicated to revolutionizing the mental health care landscape by providing innovative solutions that bridge the gap between providers and students. As a key member of our Welltrack Connect team, the Connect Customer Service Specialist plays a vital role in delivering exceptional customer support and growing our provider network. If you're passionate about making a difference in the lives of others and thrive in a dynamic, fully remote environment, we invite you to. Job Summary:We're seeking an experienced customer service professional to join our Welltrack Connect team as a Connect Customer Service Specialist.In this role, you'll provide responsive and professional customer support to our community providers, students, and university staff, while actively growing our provider network by recruiting and engaging prospective community providers. If you're a strong communicator with excellent problem-solving skills and a passion for delivering exceptional customer experiences, we encourage you to apply. Key Responsibilities:### Customer Support* Manage and triage customer support questions via email and phone, ensuring timely, professional, and empathetic responses.* Address and resolve inquiries related to the Welltrack Connect software platform, including troubleshooting technical issues and providing guidance for users. * Assist providers and students with navigating the platform, completing profiles, and utilizing its features effectively. ### Provider Recruitment And Engagement* Actively recruit prospective community providers, educating them on the benefits of joining the Welltrack Connect platform and the premium subscription services. * Conduct targeted and general provider recruitment campaigns via email and phone.* Assist providers with onboarding for the Flexible Credits program, answering questions, addressing concerns, and ensuring timely and accurate completion of enrollment requirements. ### Administrative And Operational Support* Maintain and update the Number Tracking Spreadsheet to ensure accuracy and consistency in data. * Regular and timely verification of licensure status of new providers and providers with license renewals, including updating of information into CRM and email marketing tools for appropriate follow-up, both directly and supported by AI tools.* Regularly update provider licensure information and add supervisor details for associate licenses. * Manage premium subscription features, including provider setup, payment processing, and other administrative tasks. * Oversee email marketing efforts, including sending bulk emails and maintaining accurate provider lists in marketing tools. * Consult with internal team members to address complex or unclear inquiries. ### Communication And Coordination* Respond to inbound calls and provide solutions or escalate inquiries as needed.* Coordinate recruitment email campaigns and ensure consistent communication with the provider network. ### Compliance And Reporting* Access and handle PHI (Protected Health Information) in accordance with company policies when managing complaints, facilitating follow-bolthires, and completing procedural reviews or data analysis. ### Other Duties As Assigned* Take on additional projects or responsibilities to support the Welltrack Connect team and mission. About blithequark:At blithequark, we're committed to creating a supportive and inclusive work environment that fosters growth, innovation, and exceptional customer experiences.As a remote team member, you'll have the flexibility to work from anywhere while being part of a dynamic and collaborative team. We believe in the importance of work-life balance and offer a range of benefits to support your physical and mental well-being. Requirements:* High School Diploma or equivalent. * 1+ years of experience in customer service, with a preference for candidates familiar with behavioral health licensure credentials. * Strong verbal and written communication skills, with the ability to troubleshoot and resolve software platform or profile issues.* Experience supporting customers using a software service and comfort with technical troubleshooting and guidance. * Exceptional organizational skills and attention to detail, ensuring accuracy in tasks and data management. * Proficiency in bolthires Workspace and bolthires Office. * Proficiency incorporating AI tools into work processes. * Demonstrated ability to work both independently and collaboratively in a team-oriented environment. * A work schedule that allows for timely responsiveness to providers within 24-48 business hours and licensure verification within 48-72 business hours.* A strong belief in and commitment to the mission of improving mental health care access. What We Offer:* Competitive salary and benefits package. * Opportunities for professional growth and development. * Flexible remote work arrangements. * Collaborative and supportive team environment. * Recognition and rewards for outstanding performance. * Access to cutting-edge technology and tools. * Comprehensive training and onboarding program. If you're a motivated and customer-focused individual with a passion for making a difference in the lives of others, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! !