Shared Services Customer Advocate

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to invite you to join our team as a Customer Advocate.

We offer great benefits, a competitive salary, and growth opportunities. We think you'll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: Remote US/USA

Summary:

A Customer Advocate will d evelop and maintain excellent relations with new and existing customers resulting in increased levels of customer retention. Advocate on behalf of customers through p roactive and reactive communication with our customers who are at risk of cancelling , in order to retain their business.

Responsibilities:

• Retain Customer Business : • Skillfully address incoming cancellation requests by leveraging advanced persuasion techniques to retain customers. • Expertly resolve customer complaints and issues with the aim of significantly enhancing customer satisfaction. • Proactively identify opportunities to assist dissatisfied customers by providing tailored solutions to prevent cancellations. • Focus on account retention and implement measures to reduce attrition rates. • Meticulously document cases to ensure comprehensive and accurate reporting. • Promote additional services and products to residential customers, ensuring adherence to the specified creation multiple, with the objective of maintaining and enhancing customer loyalty. • Proactively reach out to customers identified as at risk of cancellation, ensuring that every opportunity to retain these customers is thoroughly investigated, with a strong emphasis on gathering and acting upon customer feedback to improve their experience.

Qualifications:

• High School Diploma or equivalent. • Understand our business and necessary KPIs to accurately apply the expectations to performance. • Minimum 2 years in a call center environment as a Customer Advocacy or Retention representative. • Communication Skills: • Able to communicate effectively and professionally to customers. • Displaying an upbeat and respectful demeanor, demonstrating patience, empathy, soft skills, effective listening, and adapting to our different customer dialects . Written and verbal communication skills; ability to communicate with customers in a variety of ways such as via telephone, email, chat. • Sales Skills: • Ability to resell the value of Vector Security to existing customers, including the use of persuasion. • Decision Making: • Able to make sound and accurate decisions independently while balancing the needs of the business with those of our customers and abiding by the terms of the contract. • Organization Skills: • Able to manage multiple projects and team members and adapt to a fast-changing environment. Able to meet Customer (Internal and External) deadlines. • Company-specific software for CRM and scheduling: • Able to become proficient in these business systems to demonstrate competency with company specific processes and procedures. Manage case queues and customer contacts, by tasking team. • Computer Literacy: • Highly proficient with Microsoft Office programs. • Technical Skills: • Possess knowledge of security system design and troubleshooting. Complete ADC certification within 90 days. Complete Point Central training to assist MDU customers. • Licenses/Certifications: • Able to obtain and maintain state licenses and technical certification as needed to access customer accounts. • Remote Workplace: • Able to work from home (Vector-provided equipment) without distraction.