Experienced Full Stack Remote Customer Service and Sales Representative – Retention Specialist Role with Comprehensive Training and Growth Opportunities at Blithequark

About Blithequark and Our Mission Blithequark has been at the forefront of helping save lives since 1874. As the leading smart home security provider in the U.S., we play a crucial role 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 products and services that safeguard life and valuables, whether at home, in business, or on the go. At Blithequark, 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. Explore Life at Blithequark We invite you to learn more about our culture, values, and what it's like to work with us. Discover the Blithequark experience and find out why we're a great place to work. Job Overview We are seeking an experienced Remote Customer Service/Sales Representative to join our team as a Retention Specialist. In this role, you will be responsible for retaining customers who wish to cancel their Blithequark services. As a key member of our organization, you will serve as 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 customers engaged with our services. Key Responsibilities Handle a high volume of incoming calls from customers requesting to cancel Blithequark services and act as an expert by proactively identifying opportunities and recommending long-term solutions to retain customers. 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 Culture and Career Growth 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! Training and Development This role requires onsite paid training for the first 8-12 weeks in Wichita, KS. During our comprehensive 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. We provide development to advance your career with other internal roles and opportunities for your long-term success. Compensation 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. 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. Negotiation Skills. Technical Requirements 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. 5G Home Internet and Fixed wireless internet are not accepted providers. 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. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities. How to Apply If you are a motivated and results-driven professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity at Blithequark. Apply Now and take the first step towards a fulfilling career with our team. Application Deadline: 9/20/2024 Anticipated Start Date: 10/28/2024 Diversity and Inclusion at Blithequark 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. Visit us at jobs.blithequark.com/diversity to learn more. Apply for this job