Retention and Customer Service Representative

About Our Client

The organization operates within the home security service industry, addressing customer retention challenges by focusing on reducing service cancellations. It aims to maintain long-term customer relationships by providing solutions that align with customer needs, contributing to the ongoing growth and stability of the business.

About the Opportunity

The Retention and Customer Service Representative role focuses on retaining customers who wish to cancel their services. This position is critical to the organization’s retention efforts by managing high volumes of cancellation requests, identifying opportunities to retain customers through problem solving and sales techniques, and enhancing customer loyalty through award-winning service.

Responsibilities

• Manage incoming calls from customers requesting service cancellation
• Identify and recommend long-term solutions to retain customers
• Deliver empathetic, professional service to reduce repeat calls and escalations
• Utilize sales skills to persuade and upsell while addressing customer concerns
• Handle escalated calls with de-escalation techniques and multiple offer resolutions
• Maintain detailed knowledge of policies, products, services, and industry competitors
• Use multiple tools to negotiate solutions such as adjusted rates, credits, or additional equipment
• Consistently meet performance and sales targets

Requirements

• Minimum 2 years of sales and/or customer retention experience
• Minimum 2 years call center customer service or sales experience
• High school diploma, GED, or some college experience
• Ability to interpret contracts and communicate terms clearly
• Strong active listening, negotiation, and quick calculation skills
• Reliable, distraction-free home workspace with high-speed wired internet (minimum 50mbps download, 25mbps upload)
• Commitment to attend an 8- to 12-week daily training program

Pay Range and Compensation Package

Starting hourly rate of $18.00, increasing by $0.50 every 30 days to $21.00 after 180 days. Access to healthcare benefits, 401(k) with employer matching, paid vacation, tuition reimbursement, and employee referral bonuses.

Benefits & Perks

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.