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 want 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 to keep a customer's business.
Key Responsibilities
- 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 customer 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 and listen to customer clues to ask the right questions, uncover issues and/or concerns, and save/sell.
- Leverage exceptional de-escalation skills on difficult escalated calls, focusing 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, and 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 succeed 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.
- Active listening and negotiation skills.
- Ability to perform quick calculations.
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 a positive customer experience.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to creating a culture of career advancement and development. We offer:
- Onsite paid training for the first 8-12 weeks in Wichita, KS.
- Daily support from our training and onboarding teams to ensure your success.
- A learning journey focused on product knowledge, selling/saving, competition, and systems training.
- Development opportunities to advance your career with other internal roles and opportunities for long-term success.
Work Environment and Company Culture
At blithequark, we pride ourselves on our inclusive and supportive work environment. We offer:
- A culture that values diversity, equity, and inclusion.
- A family-oriented work environment where everyone shares the same goal - saving lives.
- Opportunities for growth and development.
- A fun and engaging work environment.
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.
- 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.
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're passionate about delivering exceptional customer experiences and making a real impact, we encourage you to apply for this exciting opportunity. As a Remote Customer Service/Sales Representative at blithequark, you will be part of a team that is dedicated to saving lives and making a difference. Don't miss out on this chance to join a dynamic and growing company that values its employees and offers opportunities for growth and development. Apply today and take the first step towards a rewarding and challenging career with blithequark!
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