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Outbound Operations Associate

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of Every Home Secure. 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 Every Home Secure.

Job Description

SimpliSafe is seeking motivated, ambitious, self-starters who are excited to grow with a brand new team in our Richmond, VA site. The Outbound Loyalty team will be dedicated to proactively contacting customers to understand and improve their overall experience with our products and services as part of a comprehensive customer retention program. This role requires confidence in the ability to multitask, manage competing priorities, and provide exceptional service to our customers on a wide, and sometimes complex, range of topics. In this role, agents are responsible for making outbound phone calls to customers in a variety of concurrent call campaigns in order to strengthen customer relationships, assist customers in making updates to their products and service, and resolving any outstanding issues. 

If you are looking for a position where you can help people stay safe, while providing excellent customer service - this is the job for you!

What You’ll Do

  • Proactively contact customers via outbound phone calls, managing multiple campaigns and priorities 
  • Troubleshoot, educate, and proactively find opportunities to add and reinforce the value of SimpliSafe products and services 
  • Accurately collect data on your calls and provide feedback and insights about experiments and offers
  • Accurately maintain appropriate records, prepare required reports, and update customer accounts

What You’ll Need

  • Internal candidates must be trained through Tech 3 and SimpliCertified (or tracking to achieve certification)
  • Experience with outbound call campaigns is strongly preferred
  • Ability to understand and diagnose root causes to complex issues and help customers achieve resolution 
  • Exceptional communication skills and ability to handle escalated customer issues and address customer attrition risks
  • Ability to work independently and in a team setting
  • Ability to prioritize in a fast-paced environment and excellent time management skills

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 an 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.

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

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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