Shared Services Customer Advocate

Vector Security, Inc.; United States; Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, and vision

401k after 60 days

Paid time off

Life and AD&D insurance

Disability insurance

FSA/HSA plans

Voluntary benefits

Job summary

Vector Security, Inc. is seeking a Customer Advocate to build strong relationships with new and existing customers and to reduce churn. This remote role supports residential and business customers across the United States, focusing on proactive outreach and responsive service.

You will handle inquiries, resolve issues, present additional solutions when appropriate, and document interactions for reporting. Our benefits and total rewards accompany a collaborative, growth-minded team that values

Qualifications

• High School Diploma or equivalent.
• Minimum 2 years in a call center environment as a Customer Advocacy or Retention representative.
• Excellent communication skills and the ability to remain patient, empathetic, and professional.
• Ability to resell Vector Security value to existing customers with persuasion.
• Proficiency with Microsoft Office and related business tools.

Responsibilities

• Retain customer business by addressing cancellation requests with persuasive techniques.
• Resolve customer complaints to boost satisfaction and trust.
• Identify opportunities to prevent cancellations with tailored solutions.
• Focus on retention and implement measures to reduce attrition.
• Meticulously document cases for comprehensive reporting.
• Promote additional services to residential customers to enhance loyalty.
• Proactively reach out to at-risk customers to understand feedback and improve experience.

Skills

Communication

Empathy

Active listening

Problem solving

Education

High School Diploma

Tools

CRM software

Scheduling software

Microsoft Office

Job description

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 issueswith the aim of significantly enhancing customer satisfaction.
  • Proactively identify opportunitiesto assist dissatisfied customers by providing tailored solutions to prevent cancellations.
  • Focus on account retentionand implement measures to reduce attrition rates.
  • Meticulously document casesto 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.
• 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

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.