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 - Retention.

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

The work schedule for this position is Monday - Friday, 9:00am - 5:30pm EST

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

• Respond to incoming requests for cancellation of services and persuade our customers to remain with us. Assist customers with complaints or issues with the goal of increased customer satisfaction. Identify opportunities to assist dissatisfied customers by providing solutions to prevent cancellation. Focus on retaining accounts and reducing attrition.
• Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.
• Process move out cancellations.
• Document cases accurately and completely to allow for reporting on trends by category, geography and other data.

What You’ll Need

• High School Diploma or equivalent
• 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

Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. Qualifying employees receive:

• 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
• Tuition reimbursement

Why join 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.