Experienced Full Stack Remote Customer Service and Sales Representative – Retention Specialist Role with Comprehensive Training and Growth Opportunities at Blithequark
About Blithequark and Our Mission
Blithequark has been at the forefront of helping save lives since 1874. As the leading smart home security provider in the U.S., we play a crucial role 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 products and services that safeguard life and valuables, whether at home, in business, or on the go. Our mission is 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.
Explore Life at Blithequark
We invite you to learn more about our culture, values, and what it's like to work with us. Discover the Blithequark experience and find out why we're a great place to work.
Job Overview
We are seeking an experienced Remote Customer Service/Sales Representative to join our team as a Retention Specialist. In this role, you will be responsible for retaining customers who wish to cancel their Blithequark services. As an expert problem solver in retention and sales, you will handle a high volume of incoming calls from customers requesting to cancel and proactively identify opportunities to recommend long-term solutions that meet their needs.
Key Responsibilities
- Serve as a Retention Specialist to retain customers who want to cancel their Blithequark services, providing an award-winning customer experience that increases brand loyalty and retains customers long-term.
- Handle a high volume of incoming calls from customers requesting to cancel, acting as an expert by proactively identifying opportunities and recommending long-term solutions to keep the 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.
- 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. 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; 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.
What We Offer
Culture and Career Growth
At Blithequark, culture is everything! You're not just joining a company – you're joining a family who all share the same goal - Saving Lives. We're serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally.
- Development, Development, Development! - We're committed to helping you grow and develop your skills.
- Inclusive Experience - We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!
Compensation and Benefits
We offer a comprehensive compensation package and benefits to support your well-being and financial security.
- Paid Training - Get started with our 8-12 week onsite training program in Wichita, KS.
- Full Benefits - Medical, Dental, Vision, 401(k) with employer matching, and more.
- Energetic and Engaging Work Environments - Join a dynamic team that's passionate about making a difference.
- Paid Vacation Time - Accrue up to 120 hours in your first year.
- - Invest in your future with our tuition reimbursement program.
- Employee Referral Bonuses - Refer a friend and earn a bonus.
Schedule and Work Environment
Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off! As a remote employee, you'll need to have a private, undisturbed place to work from home, free from any distractions.
Requirements and Qualifications
Essential Qualifications
- 2+ years of Sales Experience - Experience in a sales role, in which you had to sell or save a customer.
- 2+ years of Call Center Customer Service / Sales Experience - Experience in a call center environment handling customer service and sales calls.
- High School Diploma or Equivalent - A high school diploma, GED, college degree, or some college experience.
Preferred Qualifications
- Experience with Numerous Screens and Programs - Ability to work with multiple screens and programs open to help resolve customer issues.
- Interpret Contracts and Communicate Terms and Conditions - Ability to interpret contracts and communicate terms and conditions.
- Perform Quick Calculations - Ability to perform quick calculations.
- Active Listening - Strong active listening skills.
- Negotiation Skills - Ability to negotiate with customers.
Technical Requirements
- High-Speed Internet - DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
- Internet Speeds - Internet speeds of at least 25mbps to download and 15mbps to upload.
How to Apply
If you're passionate about delivering exceptional customer experiences and have a knack for sales and retention, we want to hear from you! Apply now to join our team and start your journey with Blithequark.
The anticipated end date for application submission is 9/20/2024. The role is scheduled to start 10/28/2024.
Why Choose Blithequark?
At Blithequark, it's more than a job – it's a noble purpose that defines us. We're the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, are united under one noble purpose: we help save lives for a living. We're everyday heroes. You're doing more than earning a paycheck – you're in an important role that makes an impact in the lives of our customers every single day.
Apply Job!
Blithequark is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. Blithequark strives to ensure every employee and applicant feels valued. Visit us at jobs.blithequark.com/diversity to learn more.
Apply for this job