Experienced Remote Customer Service and Sales Representative - Retention Specialist for a Leading Smart Home Security Provider

Introduction to blithequark

At blithequark, we have been at the forefront of helping save lives since 1874. As the #1 smart home security provider in the U.S., we take pride in protecting and connecting families, businesses, and larger commercial customers every day. Our commitment to continuous innovation, advanced technology, and strategic partnerships enables us to deliver cutting-edge products and services that safeguard life and valuables, whether at home, in business, or on the go. As times change, so do we, but our mission remains clear: we help save lives for a living. If you're looking for a career where you can make a real impact, join our team today and put purpose behind your paycheck.

About the Role

In this Remote Customer Service/Sales Representative role, you will serve as a Retention Specialist, playing a key role in the growth of our organization by acting as an expert problem solver in a retention and sales capacity. Your primary goal will be to retain customers who want to cancel their blithequark services by providing an award-winning customer experience that increases brand loyalty and retains customers for the long term. You will handle a high volume of incoming calls from customers requesting to cancel and proactively identify opportunities to recommend long-term solutions to keep a customer's business.

Key Responsibilities

• Utilize customer service and sales experience daily to save the business by re-selling customers on the value of blithequark and what matters most.
• Persuade and upsell customers while reducing customers' frustration and displeasure to ultimately save customers.
• Handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience.
• Use attention to detail and listen to customer clues to ask the right questions and uncover issues and/or concerns to save/sell.
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern.
• Retain long-term business for blithequark through customer service commitments and provide the right solution to save the customer.
• Use proven problem-solving skills to quickly identify the cause of a cancellation request and create quick calculations to work with the customer to negotiate the right solution.
• Consistently improve performance and achieve goals.
• Ability to multitask and use several tools (10+) to help retain customers and make them customers for life.
• Maintain knowledge of blithequark policies, products, services, and systems, as well as knowledge of the wireless industry, service capabilities, and other security companies.

Essential and Preferred Qualifications

To be successful in this role, you should have:

• 2+ years of experience in a sales role, where you had to sell or save a customer, with a focus on performance.
• 2+ years of call center customer service/sales experience.
• High school diploma, GED, college degree, or some college experience.
• Experience working with numerous screens and programs open to help resolve customer issues.
• Ability to interpret contracts and communicate terms and conditions.
• Perform quick calculations and possess active listening and negotiation skills.

Preferred qualifications include experience in customer retention, customer experience, and retaining customers' loyalty to a product or service.

Skills and Competencies

The ideal candidate will possess:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong attention to detail and ability to maintain accuracy in a high-volume call center environment.
• Ability to work independently and as part of a team.
• Strong customer service skills and ability to provide a positive customer experience.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to creating a culture of career advancement and development. We provide ongoing training and development opportunities to help you achieve your goals and advance your career. Our training program focuses on product knowledge, selling/saving, competition, and systems training to equip you with the skills and knowledge needed to succeed in your role.

Work Environment and Company Culture

Our company culture is built on a foundation of family, partnership, development, incentives, and fun. We believe in creating an inclusive experience for every employee, focused on family, partnership, development, incentives, and fun. Our team is passionate, committed, driven, and ambitious, using and developing our talents for good at work, home, and in our communities.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including paid training, full benefits, and a range of perks and benefits, such as:

• Paid vacation time.
• Tuition reimbursement and employee referral bonuses.
• A culture of coaching, development, and career growth opportunities.
• Medical, dental, vision, 401(k) with employer matching, and wellbeing benefits.
• Paid time off and holidays.

The starting hourly rate for this position is $18.00 per hour, with incremental increases of $0.50 every 30 days until reaching $21.00 per hour after 180 days of employment.

Conclusion

If you're looking for a challenging and rewarding role where you can make a real impact, join our team at blithequark today. As a Remote Customer Service/Sales Representative, you will have the opportunity to work with a leading smart home security provider and contribute to our mission of helping save lives for a living. Apply now and take the first step towards a fulfilling career with blithequark.