Experienced Full Stack Customer Service Representative – Remote Sales and Retention Opportunities with blithequark

Join the Team at blithequark: Where Purpose Meets Paycheck

blithequark has been at the forefront of helping save lives since 1874. As the #1 smart home security provider in the U.S., we empower families, businesses, and larger commercial customers to protect and connect every day. Our relentless pursuit of innovation, advanced technology, and strategic partnerships enables us to deliver products and services that safeguard life and valuables, whether at home, in business, or on the go. At blithequark, our mission is clear: we help save lives for a living. Are you looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck.

Explore Life at blithequark

We invite you to learn more about our vibrant culture, employee experiences, and what makes us a great place to work. Discover life at blithequark and see why we're an employer of choice.

Job Opportunity: Remote Customer Service Sales Representatives

blithequark is seeking a talented and motivated Remote Customer Service Sales Representative to join our team in Knoxville, TN. This role requires onsite training in our Knoxville, TN office before transitioning to a fully remote position. As a Customer Service Representative II, you will be an integral part of our Retention organization, specifically on the Advanced Care Team (ACT), with opportunities for career growth and progression.

Position Summary

This entry-level position in our Retention organization is designed for individuals looking to start or grow their careers in customer service and sales. As a Customer Service Representative II, you will be responsible for handling incoming calls, identifying customer needs, and providing excellent customer service. You will have the opportunity to work closely with our customers, resolve billing inquiries, and troubleshoot basic issues. This role offers a clear path for advancement, with planned progression into an Associate III within 4-6 months and opportunities to move into other Retention Teams such as Account Management, Collections, or Existing Customer Sales.

Key Responsibilities:

• Answer incoming calls from customers and/or employees in a timely and professional manner.
• Enhance the customer experience through active listening, empathy, and effective communication.
• Identify the reason for the call through discovery and either handle the call or transfer it to the correct department.
• Assist customers with understanding and resolving billing issues, and troubleshoot basic ADT products and services.
• Transfer calls to the appropriate department as necessary to ensure the optimum customer experience.
• Schedule and reschedule appointments where applicable.
• Perform other duties and related work as assigned.

Who Are We Looking For?

We're seeking a customer-focused and tech-savvy individual who can provide an amazing customer experience. The ideal candidate will have:

• Excellent listening and communication skills.
• Computer proficiency and technical aptitude.
• A positive and professional attitude, with a strong work ethic.
• The ability to think on their feet, problem-solve, and provide excellent verbal customer service.
• A self-motivated and reliable individual who values keeping commitments.
• The ability to work varied hours based on business needs.
• Basic math skills, including addition, subtraction, multiplication, and division.
• The ability to maintain composure and avoid aggressive behavior in difficult situations.
• Experience working with confidential information.

What We Offer

At blithequark, we're committed to creating a work environment that is supportive, inclusive, and rewarding. Here are just a few benefits of working with us:

• Great Team Culture: Our Advanced Care Team is a smaller department that allows for individual excellence to shine. We celebrate successes and have a people-centric culture.
• Promotional Opportunities: This role offers a clear path for advancement, with planned progression into an Associate III within 4-6 months and opportunities to move into leadership or other roles.
• Remote Work: After completing training and onboarding, you can work from home and enjoy a flexible schedule.
• Shift Bids: We offer voluntary mini shift bids throughout the year, allowing you to earn your preferred schedule based on performance.

Work Schedule

Our business hours are:

• Monday – Friday: 8:00 am – 10:00 pm EST
• Saturday: 9:00 am – 6:00 pm EST

Your schedule will consist of a 40-hour work week with varied schedules available across our hours of operation. One weekend day may be required.

Training and Onboarding

We offer a paid and customized training program that lasts for a minimum of eight (8) weeks. Training will consist of:

• On-site trainer-led classroom training (5 weeks)
• On-the-job training (3 weeks)

Training will occur at our Knoxville, TN location, and the schedule is Monday – Friday, 9:00 am – 5:30 pm EST.

Education and Work Experience

To be considered for this role, you will need:

• A high school diploma or equivalent, with some college preferred.
• 1 year of experience in customer service, with sales and retention experience preferred.
• Experience working with multiple screens and programs.
• Computer proficiency and problem-solving skills.

Physical Demands

While performing the duties of this job, you may be required to:

• Stand, walk, sit, twist, use hands to handle, push, pull or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl.
• Lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Technical Requirements

To perform this role, you will need:

• A minimum 25 mbps broadband internet connection with the ability to hardwire via ethernet from cable modem to a PC.

Work Environment

Training and onboarding will be on-site in our Knoxville, TN Call Center. After training and onboarding, the role can transition to work from home with the ability to supply a distraction-free environment, or in the office based on business needs.

Pay and Benefits

The pay range for this role is $17.00/hour, based on experience and qualifications. Within 4-6 months, this position has planned promotional opportunities that will come with increased pay and monthly bonus eligibility. We offer employees access to:

• Healthcare benefits
• A 401(k) plan and company match
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off

Employees accrue up to 120 hours in their first year, with an increasing accrual rate after the first year. We also offer 6 paid holidays.

Apply Now and Join the Team at blithequark

If you're passionate about delivering exceptional customer service and are looking for a rewarding career with opportunities for growth, we encourage you to apply for this exciting role at blithequark. Apply Now and take the first step towards a fulfilling career with a leading company in the smart home security industry.

blithequark is an Equal Employment Opportunity (EEO) Employer, committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure every employee and applicant feels valued. Visit us at blithequark.com/diversity to learn more.