[Hiring] Customer Advocate @Vector Security

Role Description

A Customer Advocate will develop and maintain excellent relations with new and existing customers resulting in increased levels of customer retention. 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

• 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.

Benefits

• 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
• 401k retirement savings plan after just 60 days
• Paid time off for vacation, sick and floating holidays
• Tuition reimbursement

Company Description

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values

• Win as a team
• Do the right thing
• Make a difference every day
• Get it done
• Think big

If you share these ideals, we'd love to hear from you!

Vector Security is a Drug-Free Workplace.

Vector Security is 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.