Customer Service Representative II (I/O)

Job Summary:

• Agents receive inbound telephone calls (no outbound calling) as a result of various client marketing and partner campaigns.
• Engage with interested Security and Smart Home customers to qualify sales opportunities and schedule sales appointments with our client 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.
• This is a remote position.
• Will provide equipment.

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 Wi-Fi).
• Minimum 25mbps upload and 25mbps download. (Run internet speed test at
  www.speedtest.net
  to confirm and provide screenshot of results prior to interview).
• 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.