Customer Advocacy Representative - Retention

About the role

This is a full-time position that pays an hourly rate and commissions on customer saves. The Retention Representative is responsible for reducing customer attrition by developing and maintaining excellent relations with our customer base. They will also advocate on behalf of customers through proactive and reactive communication with our customers who are at risk of cancelling in order to retain their business.

Responsibilities

• Respond to incoming requests for cancellation of services and persuade our customers to remain with us.
• Absorb complaints or issues with the goal of increasing customer satisfaction.
• Identify opportunities to assist dissatisfied customers by providing solutions to prevent cancellation.
• Focus on retaining accounts and reducing attrition.
• Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.
• Process move out cancellations.
• Document cases accurately and completely to allow for reporting on trends by category, geography and other data.

Requirements

• A High School Diploma or equivalent.
• Able to communicate effectively and professionally to customers.
• Able to manage multiple tasks with great attention to detail.
• Able to meet all customer deadlines (both internal and external).

Qualifications

• Have a working knowledge of Microsoft Office Programs.
• Company-specific software for CRM and scheduling.
• Able to become proficient in these business systems in order to demonstrate competency with company specific processes and procedures.

Skills

• Customer service skills.
• Communication skills.
• Attention to detail.
• Time management.

Benefits

We Offer:

• Competitive compensation with incentive eligibility.
• Medical, dental, and vision coverage.
• Company-paid life and AD&D insurance.
• Company-paid short- and long-term disability.
• FSA/HSA Plans.
• Voluntary benefit products.
• 401(k) retirement savings plan after just 60 days.
• Paid time off for vacation, sick and floating holidays.
• Tuition reimbursement.

Pay

Competitive compensation with incentive eligibility.

Schedule

Monday - Friday, 10:00am - 6:30pm EST.

Vector Security

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time. Our Values: Win as a team, Do the right thing, Make a difference every day, Get it done, Think big.

Equal Opportunity Employer

We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.