Experienced Customer Retention and Sales Support Coordinator – Existing Customer Engagement and Account Management

Introduction to blithequark

At blithequark, we have been at the forefront of providing innovative solutions and exceptional services since our inception. As a leading provider of smart home security solutions, we take pride in protecting and connecting families, businesses, and commercial customers every day. Our mission is built on a foundation of continuous innovation, strategic partnerships, and a relentless pursuit of excellence. We believe in making a real impact in the lives of our customers and employees, and we are committed to fostering a culture of inclusivity, diversity, and growth. If you are looking for a career where you can make a difference and be part of a dynamic team, then blithequark is the place for you.

Job Overview

We are seeking an ambitious and customer-focused individual to join our Existing Customer Retention team as a Retention Coordinator. This entry-level position is designed to introduce you to our products, policies, and processes, with the intent of preparing you for a promotion to an Existing Customer Sales Representative role within 60-180 days, depending on your readiness. As a Retention Coordinator, you will play a vital role in answering incoming calls, identifying customer needs, and providing tailored solutions to ensure an exceptional customer experience.

Key Responsibilities

• Answer incoming calls from customers and internal stakeholders, utilizing discovery techniques to identify the reason for the call and determine the best course of action.
• Provide personalized recommendations and overcome objections to ensure customer satisfaction and retention.
• Transfer calls to the appropriate department or team, ensuring seamless handovers and optimal customer outcomes.
• Schedule, reschedule, or cancel appointments, service calls, and installations as required, demonstrating excellent time management and organizational skills.
• Process cancellation requests in accordance with company policies and procedures, maintaining accurate records and ensuring compliance with regulatory requirements.
• Perform other duties and related tasks as assigned, demonstrating flexibility and a willingness to adapt to changing business needs.

Essential Qualifications and Skills

To succeed in this role, you will need to possess a high school diploma or equivalent, with some college education preferred. Experience in customer service, sales, or retention is highly desirable, as is proficiency in working with multiple screens, programs, and computer systems. You should be self-motivated, professional, and able to work varied hours based on business requirements.

• Excellent communication, persuasion, and problem-solving skills, with the ability to think critically and outside the box.
• Strong time management, planning, and proactive thinking skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to work in a fast-paced, dynamic environment with frequent changes, maintaining composure and a positive attitude under pressure.
• Basic math skills, including addition, subtraction, multiplication, and division, with the ability to apply common sense and understanding to carry out instructions.
• Ability to maintain confidentiality and handle sensitive information regarding customer accounts and employee files.

Preferred Qualifications and Skills

While not essential, the following qualifications and skills are highly desirable:

• Previous experience in a customer-facing role, with a proven track record of providing exceptional customer service and driving sales growth.
• Knowledge of smart home security solutions, products, and services, with the ability to learn and adapt to new technologies and systems.
• Experience working in a remote or virtual environment, with the ability to self-motivate and manage your time effectively.
• Strong technical skills, including proficiency in Microsoft Office, CRM software, and other business applications.

Career Growth and Development Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Retention Coordinator, you will have access to comprehensive training programs, including classroom and on-the-job training, to help you develop the skills and knowledge needed to succeed in your role. With opportunities for career progression into Account Management, Collections, and Existing Customer Sales, you will be able to advance your career and take on new challenges as you grow and develop with our company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse company culture. We believe in fostering a work environment that is supportive, collaborative, and empowering, where every employee feels valued and respected. As a remote worker, you will need to supply a distraction-free environment and be able to work independently, with the ability to collaborate with your team and stakeholders as required.

Compensation, Perks, and Benefits

As a blithequark employee, you will be eligible for a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes medical, dental, and vision insurance, as well as a 401(k) retirement plan and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and opportunities for professional development and growth.

Conclusion

If you are a motivated and customer-focused individual looking for a career with a dynamic and growing company, then we encourage you to apply for the Retention Coordinator role at blithequark. With opportunities for career growth and development, a competitive compensation package, and a supportive and inclusive company culture, you will be able to thrive and succeed in your role. Apply now to join our team and start making a real impact in the lives of our customers and employees.