Experienced Remote Customer Service and Sales Representative – Retention Specialist for 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 mission is clear: we help save lives for a living. With continuous innovation, advanced technology, and strategic partnerships, we deliver products and services that help protect life and valuables, whether at home, your business, or on the go. We are committed to making a real impact, and we invite you to 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 providing expert problem-solving skills in a retention and sales capacity. Your primary goal will be to retain customers who want to cancel their blithequark services by identifying opportunities and recommending long-term solutions to keep their business. As a Retention Specialist, you will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively addressing their concerns and providing award-winning customer experiences that increase brand loyalty and retain customers for the long term.

Key Responsibilities

• Utilize customer service and sales experience daily to resolve customer issues and retain their business
• Save the business by re-selling customers on the value of blithequark and what matters most to them
• Persuade and upsell customers while reducing their frustration and displeasure to ultimately save their business
• 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 or concerns
• 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

To excel in this role, you should 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 award-winning customer experiences

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 personally and professionally. 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 and advance your career.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and supportive work environment. We believe in creating a culture that values diversity, equity, and inclusion, and we strive to make every employee feel valued and respected. Our company culture is built on a foundation of family, partnership, development, incentives, and fun, and we invite you to join our team and experience it for yourself.

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
• Employee referral bonuses
• A culture of coaching, development, and career growth opportunities
• Medical, dental, vision, 401(k) with employer matching
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off

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 are a motivated and customer-focused individual looking for a challenging and rewarding role, we invite you to apply for this exciting opportunity. As a Remote Customer Service/Sales Representative at blithequark, you will have the chance to make a real impact on our customers' lives and contribute to the growth and success of our organization. Don't miss out on this opportunity to join our team and put purpose behind your paycheck. Apply today and start your journey with blithequark!

Apply Now