Loyalty Representative

Position Summary:

HomePro, is looking for sales, retention, collections and customer service professionals to join their Customer Loyalty Team. The Customer Loyalty Representative maximizes every opportunity to re-establish exceptional customer service and works with customers who have concerns with the home security alarm accounts. Successful Customer Loyalty Representatives are able to advise customers on the benefits of a security system through HomePro while empathizing with the feedback customers provide on their experiences. After probing, representatives are empowered to negotiate portions of the customer agreement within department parameters. The ultimate goal is to ensure that at the end of each call, our customers feel confident that HomePro is the best option to protect their homes and enhance their lives.

Essential Job Functions: Through previous background and experience the candidate must demonstrate, with or without an accommodation, the ability to...

• One year minimum of sales/retention/soft collections/customer service experience

• Ability to probe, listen, speak clearly and persuasively in a positive or negative situation

• Demonstrate the ability to think and respond quickly on their feet

• Bilingual in English/Spanish preferred

Other Duties and Responsibilities

1. Ability to access the customer s needs by probing and uncovering their pain, building rapport, and negotiating to achieve a mutually beneficial one-call resolution

2. Professionally manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments

3. Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed

4. Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive, high performing atmosphere; Self-motivated with a passion for people

5. Performs additional duties as required.

Nature of Supervision:

General instruction and/or functional guidance are provided on some, but not all tasks to be performed and the results of individual projects may be reviewed upon completion. Incumbent is expected to respond to questions from all levels of personnel, identify and resolve issues.

Planning and Problem Solving:

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully;

Develops alternative solutions; Works well in group problem solving situations.

Impact:

• Responsible for resolving inbound requests to cancel service.

• Ability to identify opportunities that will establish and maintain long-lasting relationships.

Supervisory Responsibility:

None

Education/Experience:

High school diploma or the equivalent (GED) is required.

Work Environment:

The majority of job duties are performed while seated indoors handling inbound calls but still in a high-performing, motivating environment.