Experienced Remote Customer Service and Sales Representative – Retention Specialist for Leading Security Solutions Provider

Introduction to blithequark

At blithequark, we are driven by a noble purpose that defines us: helping save lives for a living. As a leading provider of electronic security, interactive home and business automation, and monitoring services, we are united under one mission. Our team of everyday heroes is passionate about making an impact in the lives of our customers every single day. With a history dating back to 1874, blithequark has been at the forefront of innovation, continuously advancing our technology and strategic partnerships to deliver products and services that protect life and valuables.

About the Role

We are seeking an experienced Remote Customer Service and Sales Representative to join our team as a Retention Specialist. In this critical role, you will play a key part in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. Your primary goal will be to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. As a successful retention specialist, you will get it right the first time by making situations right and reducing the need for repeat calls or escalations.

Key Responsibilities

• Handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business.
• 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.
• Appropriately 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, listen to customer clues, to ask the right questions to uncover the 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, create quick calculations to work with the customer to negotiate the right solution.
• Consistently improve performance and achieve your goals.
• Ability to multitask; use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment.
• 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, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance.
• 2+ years of Call Center Customer Service / Sales Experience.
• High school diploma, GED, college degree, or some college experience.
• The ability to work with numerous screens and programs open to help resolve customer issues.
• Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service.
• Ability to interpret contracts and communicate terms and conditions.
• Perform quick calculations.
• Active listening and negotiation skills.

Skills and Competencies

In addition to the essential qualifications, the following skills and competencies are required for success in this role:

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal 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 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 serious about creating a culture of career advancement. We want you to achieve your goals personally and professionally. Our training program focuses on training that equips you to be the expert within blithequark to ensure you meet and exceed your sales targets, which increases your bonus potential. We provide development to advance your career with other internal roles and opportunities for your long-term success.

Work Environment and Company Culture

Our culture is everything! You are not joining a company - you are joining a family who all share the same goal - Saving Lives. We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun! Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including paid training, full benefits on the 1st of the month after 31 days of employment, and a starting hourly rate of $18.00 per hour, which will reach $21.00 per hour after 180 days of employment. We also offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others. Employees accrue up to 120 hours in their first year, and the accrual rate increases after the first year. We also offer 6 paid holidays.

How to Apply

If you are a motivated and results-driven individual who is passionate about providing exceptional customer service and sales experience, we encourage you to apply for this exciting opportunity. Please submit your application by 9/25/2024, as the role is scheduled to start on 10/28/2024. Don't miss out on the chance to join our team of everyday heroes and make a real impact in the lives of our customers.

Conclusion

At blithequark, we are committed to helping save lives for a living. As a Remote Customer Service and Sales Representative, you will play a critical role in achieving this mission. If you are ready to join a team of passionate and driven individuals who are making a difference, we encourage you to apply for this exciting opportunity. With our comprehensive training program, competitive compensation package, and opportunities for career growth and development, you will have everything you need to succeed in this role. Don't wait - apply today and start your journey as a Retention Specialist at blithequark!

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