About SimpliSafe
We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And 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 who 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 disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What You’ll Do
The primary role of the Sales & Loyalty Advisor is to achieve sales & loyalty targets as defined by the business, by proactively promoting Simplisafe’s product proposition to new customers and to retain existing customers. The Sales & Loyalty Advisor will also deliver exceptional customer service to our customers and ensure the highest levels of performance are achieved in all aspects of the role through multiple channels such as webchat, email, inbound and outbound calls.
Primary responsibilities include:
- To answer incoming calls and make proactive outbound calls to convert to sales and retain our customers within agreed service standards
- Ability to handle complex/difficult calls and resell Simplisafe’s product proposition to retain existing customer base
- Excellent negotiation and interpersonal skills to manage customer expectations and maximise sales and loyalty opportunities.
- Ability to sell to and retain our customers through various channels such as Livechat
- Identify and utilise all opportunities to upsell
- Build strong and productive working relationships with sales and customer support colleagues
- Keep abreast of competitor intelligence and maintain high levels of product knowledge
- Achievement of sales and loyalty targets whilst maintaining high Quality standards
- Ensure that all business processes are followed and adhere to compliance standards
- Provide feedback to Senior Management around barriers to conversion
- Completing cancellations surveys to provide management with a deeper understanding as to why customers cancel
- Ability to work through Lead emails to proactively contact and convert to opportunities. Will include Leads identified via digital channels such as Social Media Platforms.
- Acts quickly and decisively on opportunities to improve their performance for both customer service and sales/loyalty
- Takes ownership for personal development areas in order to achieve objectives, using the support of line manager/L&D if required
- Thinks creatively to find ways of delivering services with limited resources
- Identifies and encourages behaviour that supports the company values
- Works to create a cohesive and productive working environment to achieve business goals
- Engage in target setting, demonstrate awareness of how their individual targets contribute to team target
- Continuously look for ways to improve our processes and procedures to benefit the team
- Enhance the customer experience through acting on Trustpilot reviews, NPS and CSAT
- Prompt investigation, assisting in the prevention of fraud, recording and management of problems reported by customers/Advisors, reporting back to the management team when required
What You’ll Bring
- 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
What Values You’ll Share
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. 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 hr-uk@simplisafe.co.uk
