**Experienced Full Stack Customer Service/Sales Representative – Retention Specialist**

Are you a people person with a passion for sales and customer service? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we want to hear from you! blithequark is seeking an experienced Full Stack Customer Service/Sales Representative to join our team as a Retention Specialist. As a key member of our customer retention team, you will be responsible for retaining customers who are looking to cancel their services, while also identifying opportunities to upsell and cross-sell our products. **About blithequark** blithequark has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. At blithequark, our mission is clear: we help save lives for a living. We're a company that values purpose, passion, and people, and we're looking for like-minded individuals to join our team. **The Role** As a Retention Specialist, you will be responsible for handling a high volume of incoming calls from customers requesting to cancel their services. Your goal will be to retain these customers by identifying opportunities to upsell and cross-sell our products, while also providing an award-winning customer experience that increases brand loyalty and retains customers for the long term. You will be an expert problem solver, using your skills to proactively identify opportunities and recommend long-term solutions to keep a customer's business. **What You'll Do** * Handle a high volume of incoming calls from customers requesting to cancel their services * Identify opportunities to upsell and cross-sell our products to retain customers * Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term * Use your skills to proactively identify opportunities and recommend long-term solutions to keep a customer's business * Utilize customer service and sales experience daily to save the business by re-selling customers on the value of blithequark and what matters most * Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience * Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell * Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern * Retain long-term business for blithequark through customer service commitments. Provide the right solution to save the Customer * Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution * Consistently improve performance and achieve your goals * Ability to multitask; Use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment * Maintain knowledge of blithequark policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies **What We're Looking For** * 2+ years of experience in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance * 2+ years of Call Center Customer Service / Sales Experience * High school diploma, GED, college degree, or some college experience * The ability to work with numerous screens and programs open to help resolve customer issues * Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service * Be able to interpret contracts and communicate terms and conditions * Perform quick calculations * Active listening * Negotiation Skills **What We Offer** * Paid Training * Full benefits on the 1st of the month after 31 days of employment * Energetic and engaging work environments * Medical, Dental, Vision, 401(k) with employer matching * Paid vacation time * Tuition reimbursement, employee referral bonuses * A culture of coaching, development, and career growth opportunities * Starting hourly rate of $18.00 per hour, with incremental increases of $0.50 every 30 days until reaching $21.00 per hour after 180 days of employment **Why Choose blithequark?** At blithequark, it's more than a job, it's a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation, and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, are united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you're in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities. **How to Apply** If you're a motivated and customer-focused individual who is passionate about sales and customer service, we want to hear from you! Apply now to join our team as a Retention Specialist and be a part of a company that is dedicated to helping save lives for a living. Apply Job! **Equal Employment Opportunity** blithequark is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. blithequark strives to ensure every employee and applicant feels valued. Visit us at jobs.blithequark.com/diversity to learn more. Apply for this job