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Loyalty Specialist

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built. So, we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities, and make a huge impact on the lives of all those that we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

Purpose: 

The loyalty specialist is responsible for building and maintaining relationships with customers and agents. The main purpose of the role is to retain existing customers whilst listening and addressing any concerns they may have. The role is to also educate customers on products and services we offer. 

Duties and responsibilities: 

  • Preserve SimpliSafe customers and their safety by developing an understanding of their home security needs and providing them with personalised monitoring solutions via inbound phone calls 
  • Take and apply feedback from leaders to continuously improve performance
  • Empathise with customers to convey our high level of care 
  • Collaborate with team members to help reach high level team goals
  • Builds a strong rapport with customers by using interpersonal skills, asking clarifying questions and anticipating their needs 
  • Handle customer cancellation requests via the telephone, email or live chat
  • Develop strategies and recommendations to retain customers before cancellation 
  • Resolve customer complaints and concerns by investigating the problems; develop solutions and manage through to resolution 
  • Document all customer interactions in the relevant databases. Ensuring accurate record keeping of all activity to support reporting and analytics
  • Provide solutions or promotional offers designed to retain customers
  • Enhance customer loyalty and upsell accordingly 
  • Analyse feedback, negotiate with customers and implement retention strategies 
  • Be confident in handling any customer queries or challenges
  • Gain and maintain a good understanding of loyalty offers to support conversations with customers in order to achieve a positive outcome
  • Identify areas for opportunity and improvement 
  • Identify any trends or patterns when a customer calls to cancel

What you’ll need:

  • Have strong communication and interpersonal skills 
  • Possess excellent organisational and problem solving skills 
  • Highly motivated 
  • Ability to take on increased responsibilities as the position advances
  • Proven ability to consistently meet and exceed individual metrics
  • Comfortability talking about technical and safety issues 
  • Great problem solving skills - to help our customers understand why SimpliSafe is right for them, you need to have a great understanding of the product 
  • Proven record of outstanding attendance and timeliness in a structured environment 
  • Strong work ethic and the drive to contribute to company goals
  • Clear and effective phone communication skills to ensure all customer issues are resolved 
  • Positive, can-do attitude and eager for continuous improvement
  • Strong commitment to customer happiness and satisfaction 

Company Mission:

We believe home should be safe. For everyone. And we have the big ideas and brilliant minds to make it happen. We’re changing how people think of home security, one home at a time. We’re revolutionising an outdated industry that alienated homeowners with contracts that value profit over protection. And we’re proving that, yes, you can get extraordinary home security at an extraordinarily fair and honest price. For the first time ever, home security really feels like home. SimpliSafe believes that through a combination of purposeful technology and an empathetic human touch, we enable customers to not only be safe, but feel safe as well. We are looking to transform the relationship between alarm companies, consumers, and the entire alarm response ecosystem -- and are seeking Customer Loyalty team members to help us execute that transformation.

What Values You’ll Share:

  • Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
  • Aim High - Always challenging oneself and others to raise the bar.
  • No Ego - “no job too small” attitude, and open, inclusive and humble style.
  • One Team - highly collaborative approach to achieving success.
  • Lift As We Climb - A track record of investing in developing others and helping others succeed.
  • Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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