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. 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 an expert problem solver in retention and sales, you will handle a high volume of incoming calls from customers requesting to cancel and proactively identify opportunities to recommend long-term solutions that meet their needs.

Key Responsibilities

• Serve as a Retention Specialist to retain customers who want to cancel their Blithequark services, providing an award-winning customer experience that increases brand loyalty and retains customers long-term.
• Handle a high volume of incoming calls from customers requesting to cancel, acting as an expert by proactively identifying opportunities and recommending long-term solutions to keep the 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.
• 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 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're not just joining a company – you're joining a family who all share the same goal - Saving Lives. We're serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally.

• Development, Development, Development! - We're committed to helping you grow and develop your skills.
• Inclusive Experience - We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!

Compensation and Benefits

We offer a comprehensive compensation package and benefits to support your well-being and financial security.

• Paid Training - Get started with our 8-12 week onsite training program in Wichita, KS.
• Full Benefits - Medical, Dental, Vision, 401(k) with employer matching, and more.
• Energetic and Engaging Work Environments - Join a dynamic team that's passionate about making a difference.
• Paid Vacation Time - Accrue up to 120 hours in your first year.