Experienced Remote Customer Service and Sales Representative - Retention Specialist for 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 mission is built on continuous innovation, advanced technology, and strategic partnerships that deliver products and services aimed at protecting 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 wish to cancel their blithequark services by providing award-winning customer experiences that increase brand loyalty and retain customers for the long term. A successful retention specialist gets it right the first time by making situations right and reducing the need for repeat calls or escalations.

Key Responsibilities

• 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.
• 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, with a focus on escalated calls.
• 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 and listen to customer clues to ask the right questions to uncover issues and/or concerns and 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 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 to work with the customer to negotiate the right solution, and consistently improve performance to achieve goals.
• 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

The ideal candidate will possess:

• Excellent customer service and sales skills.
• Proven problem-solving and de-escalation skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong communication and negotiation skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and ability to maintain accuracy in a high-volume call environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to creating a culture of career advancement and development. We want you to achieve your goals personally and professionally. Our training program is designed to equip you with the skills and knowledge needed to succeed in your role and advance your career. You will receive:

• Onsite paid training for the first 8-12 weeks in Irving, TX.
• Daily support from our training and onboarding teams to ensure your success.
• 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 believe that culture is everything. You are not joining a company – you are joining a family who all share the same goal: saving lives. We create an inclusive experience for every employee, focused on family, partnership, development, incentives, and fun. Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off.

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.
• 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.

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 are a motivated and customer-focused individual looking for a career where you can make a real impact, we encourage you to apply for this exciting opportunity. Join our team at blithequark and become part of a noble purpose that defines us. Apply today and put purpose behind your paycheck.