Shared Services Customer Advocate
New
V
Vector SecuritySecurity services
Remote US/USAFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- Minimum 2 years in a call center environment as a Customer Advocacy or Retention representative.
- Required Skills
- Microsoft OfficeCustomer serviceCRM
Requirements
- High school diploma or equivalent.
- Minimum 2 years in a call center environment as a Customer Advocacy or Retention representative.
- Communicate professionally with customers by telephone, email, and chat.
- Demonstrate patience, empathy, effective listening, and adaptability to different customer dialects.
- Resell the value of Vector Security to existing customers using persuasion.
- Make independent decisions while balancing customer and business needs and contract terms.
- Manage multiple projects and meet customer deadlines in a changing environment.
- Become proficient in company-specific CRM and scheduling systems.
- Be highly proficient with Microsoft Office programs.
- Possess knowledge of security system design and troubleshooting.
- Complete ADC certification within 90 days and Point Central training to assist MDU customers.
- Obtain and maintain state licenses and technical certifications as needed to access customer accounts.
- Work from home using Vector-provided equipment without distraction.
Responsibilities
- Address incoming cancellation requests using persuasion techniques to retain customers.
- Resolve customer complaints and issues to improve customer satisfaction.
- Identify dissatisfied customers and provide tailored solutions to prevent cancellations.
- Focus on account retention and implement measures to reduce attrition.
- Document cases accurately for comprehensive reporting.
- Promote additional services and products to residential customers.
- Reach out proactively to customers identified as at risk of cancellation and act on customer feedback.
- Manage case queues and customer contacts using company-specific CRM and scheduling systems.
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