Customer Advocacy Representative - Retention

Vector Security

2d•Remote

About The Position

Vector Security is seeking a full-time Customer Advocacy Representative - Retention. This role is responsible for reducing customer attrition by developing and maintaining excellent relations with the customer base. The representative will advocate on behalf of customers through proactive and reactive communication with those at risk of cancelling services, aiming to retain their business. The position offers an hourly rate and commissions on customer saves.

Requirements

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.

Responsibilities

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.