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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 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.
Our Total Rewards package includes (but is not limited to):
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
About Us
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.