Experienced Remote Customer Service and Sales Representative - Retention Specialist for a 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 commitment to continuous innovation, advanced technology, and strategic partnerships enables us to deliver cutting-edge products and services that safeguard life and valuables, whether at home, in business, or on the go. As times change, so do we, but our mission remains 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.

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 acting as an expert problem solver in a retention and sales capacity. Your primary goal will be to retain customers who wish to cancel their blithequark services by providing an award-winning customer experience that increases brand loyalty and retains customers for the long term. You will handle a high volume of incoming calls from customers requesting to cancel and proactively identify opportunities to recommend long-term solutions, ensuring that customers receive the best possible experience.

Key Responsibilities

• Utilize customer service and sales experience daily to resolve customer issues and retain 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 frustration and displeasure, ultimately saving customers
• Handle back-to-back calls with care, empathy, compassion, and professionalism to ensure the best customer experience
• Use attention to detail and active listening skills to uncover customer issues and concerns, asking the right questions to provide tailored solutions
• Leverage exceptional de-escalation skills on difficult escalated calls, focusing on identifying concerns and providing multiple offers to resolve customer concerns
• Retain long-term business for blithequark through customer service commitments, providing the right solutions to save customers
• Use proven problem-solving skills to quickly identify the cause of cancellation requests and negotiate the right solutions with customers
• Consistently improve performance and achieve goals, demonstrating a commitment to excellence in customer service and sales
• Multitask and use various tools (10+) to help retain customers and make them customers for life, including negotiating lower rates, crediting for billing errors, providing service to fix systems, and selling 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 Qualifications

To succeed in this role, you will need:

• 2+ years of experience in a sales role, with a focus on selling or saving customers and meeting performance targets
• 2+ years of call center customer service/sales experience, with a proven track record of providing excellent customer service and driving sales growth
• High school diploma, GED, college degree, or some college experience, demonstrating a commitment to learning and professional development
• Ability to work with numerous screens and programs open to help resolve customer issues, with strong technical skills and attention to detail
• Experience in sales, customer retention, customer experience, and retaining customers' loyalty to a product or service, with a deep understanding of customer needs and preferences
• Ability to interpret contracts and communicate terms and conditions, with strong analytical and communication skills
• Perform quick calculations and negotiate with customers, demonstrating strong problem-solving and decision-making skills
• Active listening and negotiation skills, with a focus on building strong relationships with customers and driving mutually beneficial outcomes

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a retention or sales role, with a focus on driving customer loyalty and retention
• Knowledge of the smart home security industry, with a deep understanding of market trends and customer needs
• Experience with customer relationship management (CRM) software and other sales tools, with a strong ability to leverage technology to drive sales growth and customer engagement
• Strong technical skills, with the ability to quickly learn and adapt to new systems and technologies

Skills and Competencies

To succeed in this role, you will need to demonstrate the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build strong relationships with customers and drive mutually beneficial outcomes
• Ability to work in a fast-paced environment, with a focus on meeting performance targets and driving sales growth
• Strong problem-solving and decision-making skills, with the ability to quickly identify and resolve customer issues
• Ability to multitask and prioritize tasks, with a focus on meeting multiple deadlines and driving results
• Strong technical skills, with the ability to quickly learn and adapt to new systems and technologies
• Ability to work independently and as part of a team, with a focus on driving collaboration and teamwork

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Remote Customer Service/Sales Representative, you will have access to a range of training and development opportunities, including:

• Onsite paid training for the first 8-12 weeks in Wichita, KS, with a focus on product knowledge, selling/saving, competition, and systems training
• Ongoing coaching and feedback, with a focus on driving performance and sales growth
• Opportunities for career advancement, with a range of internal roles and opportunities for long-term success
• Access to a range of training and development programs, including sales, customer service, and leadership development

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and supportive work environment that fosters collaboration, teamwork, and growth. As a Remote Customer Service/Sales Representative, you will be part of a dynamic and fast-paced team that is dedicated to delivering exceptional customer service and driving sales growth. Our company culture is built on a range of values, including:

• A commitment to customer service, with a focus on delivering exceptional experiences and driving customer loyalty
• A focus on teamwork and collaboration, with a range of opportunities for cross-functional collaboration and teamwork
• A commitment to innovation and continuous improvement, with a range of opportunities for learning and development
• A focus on diversity and inclusion, with a range of initiatives and programs aimed at promoting diversity and inclusion

Compensation, Perks, and Benefits

As a Remote Customer Service/Sales Representative at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:

• Paid training, with a focus on product knowledge, selling/saving, competition, and systems training
• Full benefits on the 1st of the month after 31 days of employment, including medical, dental, vision, and 401(k) with employer matching
• Paid vacation time, with a range of opportunities for rest and relaxation
• Tuition reimbursement, employee referral bonuses, and a range of other perks and benefits
• A culture of coaching, development, and career growth opportunities, with a focus on driving performance and sales growth

Conclusion

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service and driving sales growth, we encourage you to apply for this exciting opportunity. As a Remote Customer Service/Sales Representative at blithequark, you will be part of a dynamic and fast-paced team that is dedicated to delivering exceptional customer experiences and driving business growth. With a range of training and development opportunities, a positive and supportive work environment, and a range of compensation, perks, and benefits, this is an opportunity not to be missed. Apply today and take the first step towards a rewarding and challenging career with blithequark!