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Customer Engagement Specialist

3 months ago

Manchester, United Kingdom SimpliSafe Full time

Position Overview

The role of the Customer Engagement Specialist involves a variety of responsibilities aimed at enhancing customer satisfaction and driving sales. This position requires a proactive approach to both incoming and outgoing communications, ensuring that customer needs are met effectively.

Key Responsibilities

  • Manage incoming inquiries and initiate outbound calls to convert leads into sales while adhering to established service standards.
  • Handle challenging customer interactions and effectively communicate the value of SimpliSafe's offerings to retain clients.
  • Exhibit strong negotiation and interpersonal skills to align customer expectations with sales opportunities.
  • Utilize multiple communication channels, including Livechat, to engage with customers and foster loyalty.
  • Identify opportunities for upselling and cross-selling to enhance customer value.
  • Collaborate with sales and customer support teams to build productive relationships.
  • Stay informed about competitor activities and maintain comprehensive product knowledge.
  • Achieve sales and retention goals while upholding high-quality standards.
  • Adhere to business processes and compliance regulations.
  • Provide insights to management regarding obstacles to customer conversion.
  • Conduct cancellation surveys to gain insights into customer decision-making.
  • Proactively engage with leads identified through various digital channels.
  • Respond swiftly to opportunities for improving performance in customer service and sales.
  • Take initiative in personal development to meet professional objectives.
  • Employ creative thinking to deliver services efficiently.
  • Promote behaviors that reflect company values.
  • Foster a collaborative and productive work environment to achieve business objectives.
  • Participate in setting individual targets and understand their impact on team goals.
  • Continuously seek ways to enhance processes for team benefit.
  • Improve customer experience by addressing feedback from Trustpilot reviews, NPS, and CSAT.
  • Investigate and assist in fraud prevention, managing customer-reported issues and communicating findings to management.

Qualifications

  • Strong communication and interpersonal abilities.
  • Excellent organizational and problem-solving skills.
  • Highly motivated with a willingness to take on additional responsibilities.
  • Proven track record of meeting and exceeding performance metrics.
  • Comfortable discussing technical and safety-related topics.
  • Strong understanding of SimpliSafe products to assist customers effectively.
  • Consistent attendance and punctuality in a structured environment.
  • Demonstrated work ethic and commitment to company objectives.
  • Effective phone communication skills to resolve customer issues.
  • Positive attitude with a focus on continuous improvement.
  • Dedication to customer satisfaction and happiness.

Company Values

  • Customer-Centric: We prioritize understanding our customers and building lasting relationships.
  • Aim High: We strive for continuous growth and improvement.
  • No Ego: We work collaboratively and learn from our experiences.
  • One Team: We achieve success through teamwork.
  • Lift As We Climb: We invest in the development of ourselves and others.
  • Lean & Nimble: We embrace testing, learning, and improving.

Benefits

As a member of SimpliSafe, you will enjoy:

  • Competitive salary and commission structure.
  • Generous holiday entitlement.
  • Enhanced pension plan.
  • Life insurance coverage.
  • Private dental and healthcare options.
  • Complimentary eye tests and contributions towards eyewear.
  • Employee Assistance Program.
  • Wellbeing contributions for activities such as gym memberships and wellness days.
  • Cycle to work scheme.
  • Team-building social events throughout the year.
  • Additional perks including snacks, monthly breakfast, and more.