Customer Service Representative II

Position Summary:
Agents receive inbound telephone calls (no outbound calling) as a result of various *** marketing and partner campaigns. Engage with interested Security and Smart Home customers to qualify sales opportunities and schedule sales appointments with our *** Field employees.

• Answer incoming calls from customers and/or employees.
• Identify the reason for the call through discovery.
• Determine proper solution for customer, make recommendation, and overcome objections if needed.
• Transfer the call to the appropriate group for handling that ensures the optimum customer experience.
• Schedule appointments where applicable.
• Process cancellation requests where applicable.
• Perform other duties and related work as assigned.

Qualifications--

• This is a remote position.
• Candidates from Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, New HampClient, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vriginia, Wisconsin, Wyoming.

Experience:
Call center experience preferred.
Sales experience preferred.
Retention experience preferred.

Skills/Abilities

• Basic knowledge of computer applications.
• Excellent problem solving and communication skills.
• Ability to persuade customer to agree on recommended path and/or overcome customer objections
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
• Strong listening skills used to conduct needs analysis.
• Ability to multi-task while speaking to prospects.
• Must be able to work with confidential information regarding customer accounts and employee files.

All Candidates must have:

• Internet Service (cannot connect via WiFi)
• Minimum 25mbps upload and 25mbps download. (Run internet speed test at www.speedtest.net to confirm)
• Availability to work a schedule that ends no later than 10pm eastern time.
• Availability to work a Saturday shift with a rotation day off during the week.

**Potential to become Full Time Employee with ***