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 built on continuous innovation, advanced technology, and strategic partnerships, delivering products and services that safeguard life and valuables, whether at home, your business, or on the go. As times change, so do we, but our purpose 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 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 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.
- 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, providing 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 your 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.
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, 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.
Skills and Competencies
In addition to the qualifications listed above, the ideal candidate will 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 providing opportunities for our employees to grow and develop. As a Remote Customer Service/Sales Representative, you will have access to:
- 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 comprehensive training program that focuses on product knowledge, selling/saving, competition, and systems training.
- Opportunities for career advancement and professional growth.
- A culture of coaching, development, and career growth opportunities.
Work Environment and Company Culture
At blithequark, we pride ourselves on our inclusive and supportive work environment. As a Remote Customer Service/Sales Representative, you will be part of a team that values:
- Family: We believe in supporting our employees and their families.
- Partnership: We work together as a team to achieve our goals.
- Development: We are committed to helping our employees grow and develop in their careers.
- Incentives: We offer competitive pay and benefits to recognize and reward our employees' hard work.
- Fun: We believe in having fun and enjoying the work we do.
Compensation, Perks, and Benefits
As a Remote Customer Service/Sales Representative at blithequark, you can expect:
- 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 are a motivated and customer-focused individual who is looking for a challenging and rewarding career, we encourage you to apply for the Remote Customer Service/Sales Representative role at blithequark. As a Retention Specialist, you will have the opportunity 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 exciting opportunity to join our team and start your career with a purpose. Apply today!
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