Customer Advocacy Representative - Retention

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 Advocacy Representative!

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:  This is a Fully Remote Position.  

The Schedule for this Position is Monday - Friday, 10:30 AM - 7:00 PM Eastern Time, With Rotating Saturdays about Every 8 Weeks 

Summary: 

This is a full time position that pays an hourly rate and commissions on customer saves. The Retention Representative is responsible for reducing customer attrition by developing and maintaining excellent relations with our customer base. They will also 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.

What You’ll Do:  

• 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.
• Promote additional services and products to residential customers, adhering to guidelines, with the objective of maintaining and enhancing customer loyalty.
• Communicate effectively and professionally via multiple channels, including phone, chat, email and other communications.
• Document cases to ensure comprehensive and accurate reporting

What You’ll Need:

• High School Diploma or equivalent
• Minimum 2-Years: Sales and/or retention experience.
• Able to communicate effectively and professionally to customers.
• Able to manage multiple tasks with great attention to detail.
• Able to meet all customer deadlines (both internal and external)
• Company-specific software for CRM and scheduling.
• Able to become proficient in these business systems in order to demonstrate competency with company specific processes and procedures.
• Have a working knowledge of Microsoft Office Programs.

We offer:

We offer a “Total Rewards” package including:

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

About Us:

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.

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.