Experienced Full Stack Customer Service and Sales Representative - Retention Specialist for Smart Home Security Solutions at Blithequark

Join the Team at Blithequark: Where Purpose Meets Profession

Blithequark has been at the forefront of saving lives and protecting what matters most since 1874. As the leading smart home security provider in the U.S., we are dedicated to helping families, businesses, and larger commercial customers every day. 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.

About the Role: Remote Customer Service/Sales Representative - Retention Specialist

In this critical role, you will serve as a Retention Specialist, focusing on retaining customers who are looking to cancel their Blithequark services. You will be an expert problem solver in a retention and sales capacity, handling a high volume of incoming calls from customers requesting to cancel. Your goal will be to proactively identify opportunities and recommend long-term solutions to keep a customer's business.

Key Responsibilities:

• Handle incoming calls from customers requesting to cancel Blithequark services and act as an expert problem solver to retain their business.
• Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term.
• 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 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.

What We Offer at Blithequark

Culture and Development

At Blithequark, culture is everything! You are not just joining a company – you are joining a family who all share the same goal - Saving Lives. We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally. Our inclusive experience for every employee focuses on family, partnership, development, incentives, and fun!

Career Growth Opportunities and Learning Benefits

We provide development to advance your career with other internal roles and opportunities for your long-term success. Our training program focuses on training that equips you to be the expert within Blithequark to ensure you meet and exceed your sales targets, which increases your bonus potential.

Work Environment and Company Culture Highlights

Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off! We offer an energetic and engaging work environment, and our employees enjoy a culture of coaching, development, and career growth opportunities.

Compensation, Perks, and Benefits

The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 30 days until the rate of $21.00 is reached). We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

Requirements and Qualifications

Essential Qualifications:

• 2+ years in a sales role, in which 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.
• Private, undisturbed place to work from home, free from any distractions.
• Designated distraction-free place to work from home.
• High-speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• Internet Speeds of at least 25mbps to download and 15mbps to upload.

Preferred Qualifications:

• 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.
• Be able to interpret contracts and communicate terms and conditions.
• Perform quick calculations.
• Active listening.
• Negotiation Skills.

Training and Onboarding

This role requires onsite paid training for the first 8-12 weeks in Irving, TX. During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful. Your learning journey is focused on product knowledge, selling/saving, competition, and systems training.

Why Choose Blithequark?

At Blithequark, it’s more than a job, it’s a noble purpose that defines us. We are 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 are everyday heroes. You are 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.

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.

If you're passionate about making a difference and want to be part of a team that helps save lives, apply now to join our team as a Remote Customer Service/Sales Representative - Retention Specialist at Blithequark!