Customer Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Build and nurture strong relationships with both new and existing clients to enhance customer loyalty.

• Serve as an advocate for customers through proactive and reactive communications with those at risk of cancellation.

• Handle incoming cancellation requests utilizing persuasion techniques to retain clients.

• Address and resolve customer complaints and issues to improve overall satisfaction.

• Identify and create tailored solutions for dissatisfied customers to prevent cancellations.

• Concentrate on account retention and work to minimize attrition rates.

• Maintain thorough documentation of cases for detailed and accurate reporting.

• Promote additional services and products to residential customers while ensuring loyalty.

• Reach out proactively to customers who may be at risk of cancellation.

• Collect and utilize customer feedback to enhance their experience.

• Oversee case queues and customer interactions through effective team tasking.

⛳️ Requirements

• High School Diploma or an equivalent qualification.

• A minimum of 2 years of experience in a call center as a Customer Advocacy or Retention representative.

• Familiarity with the business and essential KPIs to effectively apply performance expectations.

• Strong capability to communicate professionally and effectively with customers.

• Exhibit patience, empathy, active listening, adaptability, and a respectful attitude.

• Proficient in written and verbal communication through telephone, email, and chat.

• Ability to effectively convey the value of Vector Security through persuasive techniques.

• Capable of making independent, sound, and accurate decisions while balancing business and customer requirements.

• Skilled in managing multiple projects and team members, adapting to a dynamic environment.

• Ability to meet deadlines set by both internal and external customers.

• Proficiency in company-specific CRM and scheduling software.

• Competent in managing case queues and customer interactions through team tasking.

• High proficiency in Microsoft Office applications.

• Knowledgeable in security system design and troubleshooting techniques.

• Must complete ADC certification within 90 days.

• Required to finish Point Central training to assist MDU customers.

• Must obtain and maintain state licenses and technical certifications as necessary for customer account access.

• Able to work from home without distractions using equipment provided by Vector.

🏝️ Benefits

• Competitive salary with eligibility for incentives.

• Comprehensive medical, dental, and vision insurance.

• Company-sponsored life and AD&D insurance.

• Company-funded short- and long-term disability coverage.

• Flexible spending accounts (FSA) and health savings accounts (HSA).

• Options for additional voluntary benefit products.

• 401k retirement savings plan available after just 60 days.

• Paid time off for vacation, illness, and flexible holidays.

• Tuition reimbursement program.

• Remote work equipment provided by Vector.

• Opportunities for career advancement.