Inbound Retention Agent
Job Details
Scottsdale, AZ - Scottsdale, AZ

SiteLock Needs an Inbound Retention Agent

SiteLock is a global leader in the fast-growing cybersecurity solutions market and is the only provider in the industry to offer complete, cloud-based website security protection.  Our mission is to protect every website on the internet – and to protect those organizations and individuals who want to use the internet for business, communication or collaboration. Over the years, SiteLock has consistently earned numerous industry honors and top rankings for our products and organization and appeared on the Inc 5000 list for the third consecutive year with distinction as the top revenue-generating cybersecurity company in Arizona. Our strong brand recognition and proven thought leadership is evidenced by recent features in CBS News, Newsweek, Entrepreneur and many other top media and publications. Founded in 2008, we are recognized as the cybersecurity partner of choice by over 16 million websites worldwide.

 

That’s Nice, But What’s The Job?

Inbound Retention Agents work within Customer Success and are an integral part of delivering world-class customer experience. Inbound Retention Agents have direct interaction with SiteLock customers and are responsible for ensuring a positive, productive, customer experience with a focus on retainment. 

 

The Nitty Gritty...

 

  • Answer inbound queue calls/Live Chat during scheduled shift times 
  • Provide amazing customer experience  
  • Build relationships with customers who have questions and concerns around their products and services with the goal of keeping them long-term 
  • Proven ability to diffuse escalated customer situations and bring the customer issue to closure 
  • Take ownership of all customer concerns and proactively follow through to resolution 
  • Handle customer concerns with empathy and present SiteLock in a positive light always 
  • Prevent customer cancels and ensure customer retention by reasonable negotiations. Provide solutions that are beneficial to the company and attractive to the customer 
  • Ensure all communications are documented in CRM, so subsequent issues have complete information 

What Are We Looking For?

  • High School diploma or GED equivalent required 
  • Minimum of 1 year of retention or collections experience in a call center environment 
  • Minimum of 1 year of inbound call center experience 
  • Process oriented individual 
  • Demonstrate the ability to diffuse situations, utilize effective negotiation skills, and bring customer issues to closure 
  • Ability to prioritize work, manage time effectively, and work successfully in a fast-paced team environment 
  • Self-motivated, multitasker who is willing to take initiative and be accountable 
  • Positive attitude a must! 

 

Anything else? Absolutely. 

SiteLock was recently awarded the Best of Cool award for our great culture by BestCompaniesAZ and are one of the Best Places to Work as awarded by Arizona Business Journal.  Essentially, we offer a relaxed, friendly, fun and upbeat environment since we work here too!  SiteLock is also the Fastest Growing Software Company in Arizona two years in a row per Derloitte’s Fast 500, and we aren’t slowing down anytime soon!

 

So What About The Perks?  Perks Matter.

  • Free insurance. SiteLock pays 100% of medical and dental insurance (for employee only coverage) to keep the cost as low as possible for our employees.
  • Retirement and disability coverage. We provide a healthy 401(k) company match and 100% company paid life insurance, short and long-term disability.
  • 16 PTO days and 8 paid Holidays.  Because who doesn’t love time off?
  • Stand desks and ergonomic chairs. We provide standing desks and ergonomic ball chairs to all employees in our offices in Scottsdale and Jacksonville!
  • Work from home. We are offer the option to work from home through the year and plan to have more telecommuting flexibility once we officially return to the office post COVID-19.
  • Casual Dress.  Come dressed in jeans (you’ll fit right in with the rest of us).
  • Game Room.  Gimme a break – no, not a Kit Kat ad but we do have a ping-pong table, shuffleboard and PlayStation if you ever need a break in your day.
  • Wellness Program.  We want our employees to be the best versions of themselves.  That’s why we offer a Wellness Program that includes an in-house Fitness coach, back massages, allergy testing, and biometric screenings.
  • Growth opportunities.  When we grow… our people grow!  Our plan is to double in size by 2021.  In order to do that, we work hard to help develop our team members and foster their knowledge in cyber security and business so they can continue to grow their careers within the company.

 

Sitelock is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

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