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

Introduction to blithequark

Imagine being part of a team that makes a real difference in people's lives every day. At blithequark, we're dedicated to helping save lives and protecting what matters most. As the #1 smart home security provider in the U.S., we're committed to innovation, advanced technology, and strategic partnerships that deliver cutting-edge products and services. Our mission is clear: we help save lives for a living. If you're looking for a career where you can make a meaningful impact, join our team today and put purpose behind your paycheck.

About the Role

In this Remote Customer Service/Sales Representative role, you'll be a Retention Specialist who plays a key role in the growth of our organization. Your primary goal will be to retain customers who want to cancel their services by serving as an expert problem solver in a retention and sales capacity. You'll 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.

Key Responsibilities

• Utilize customer service and sales experience daily to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term.
• 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, listen to customer clues, and ask the right questions to 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, 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 Qualifications

To be successful in this role, you'll need:

• 2+ years of experience in a sales role, where 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.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a retention or sales role, particularly in the smart home security industry.
• Knowledge of blithequark products and services.
• Experience with customer relationship management (CRM) software.
• Certification in customer service or sales.

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• 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 and sales skills.
• Ability to adapt to changing situations and priorities.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to creating a culture of career advancement and development. As a Remote Customer Service/Sales Representative, you'll have access to:

• Ongoing training and development programs to enhance your skills and knowledge.
• Opportunities for career advancement and growth within the company.
• A comprehensive onboarding program to ensure your success in the role.
• Regular feedback and coaching to help you achieve your goals.
• A culture of continuous learning and improvement.

Work Environment and Company Culture

At blithequark, we're proud of our inclusive and supportive work environment. As a Remote Customer Service/Sales Representative, you'll be part of a team that values:

• Diversity and inclusion.
• Open communication and transparency.
• Collaboration and teamwork.
• Recognition and rewards for outstanding performance.
• A healthy work-life balance.

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.
• Energetic and engaging work environments.
• Medical, dental, vision, 401(k) with employer matching.
• Paid vacation time.
• Tuition reimbursement, employee referral bonuses.
• A culture of coaching, development, and career growth opportunities.

Conclusion

If you're passionate about delivering exceptional customer experiences and driving sales growth, we want to hear from you. As a Remote Customer Service/Sales Representative at blithequark, you'll be part of a team that's dedicated to making a difference in people's lives. Apply today and take the first step towards a rewarding and challenging career with a leading smart home security provider.