Customer Advocate

Vector Security

. Develop and maintain excellent relationships with new and existing customers to increase customer retention .

Posted 10/8/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer advocacy and retention skills, effectively managing customer relationships to enhance satisfaction and loyalty. Proficient in communication, problem-solving, and utilizing CRM tools to address customer needs and prevent cancellations.

Highest-signal resume keywords

Customer RetentionPersuasion TechniquesEffective CommunicationCRM ProficiencyKPI Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdvocacyCase ManagementMicrosoft Office ProficiencySecurity System Design KnowledgeTroubleshooting Skills

Soft Skills

PatienceEmpathyEffective ListeningAdaptabilityRespectful Demeanor

Tools & Technologies

CRM SoftwareScheduling Software

Certifications & Qualifications

ADC CertificationState LicensesTechnical Certification

Industry Keywords

Call Center EnvironmentCustomer FeedbackAttrition RatesCustomer SatisfactionResidential Services

About the role

Key responsibilities & impact

Develop and maintain excellent relationships with new and existing customers to increase customer retention
Advocate for customers through proactive and reactive communication with customers at risk of cancelling
Address incoming cancellation requests using persuasion techniques to retain customers
Resolve customer complaints and issues to enhance customer satisfaction
Identify opportunities to assist dissatisfied customers with tailored solutions to prevent cancellations
Focus on account retention and reduce attrition rates
Document cases for comprehensive and accurate reporting
Promote additional services and products to residential customers while maintaining customer loyalty
Proactively contact customers at risk of cancellation
Gather and act on customer feedback to improve the customer experience
Manage case queues and customer contacts by tasking the team

Requirements

What you’ll need

High School Diploma or equivalent
Minimum 2 years in a call center environment as a Customer Advocacy or Retention representative
Understand the business and necessary KPIs to accurately apply performance expectations
Communicate effectively and professionally with customers
Demonstrate patience, empathy, effective listening, adaptability, and a respectful demeanor
Written and verbal communication skills across telephone, email, and chat
Ability to resell the value of Vector Security using persuasion
Ability to make sound and accurate decisions independently while balancing business and customer needs and contract terms
Ability to manage multiple projects and team members and adapt to a fast-changing environment
Ability to meet internal and external customer deadlines
Ability to become proficient in company-specific CRM and scheduling software
Ability to manage case queues and customer contacts by tasking the team
High proficiency with Microsoft Office programs
Knowledge of security system design and troubleshooting
Complete ADC certification within 90 days
Complete Point Central training to assist MDU customers
Able to obtain and maintain state licenses and technical certification as needed to access customer accounts
Able to work from home without distraction using Vector-provided equipment

Benefits

Comp & perks

Competitive compensation with incentive eligibility
Medical, dental, and vision coverage
Company paid life and AD&D insurance
Company paid short- and long-term disability
FSA/HSA Plans
Voluntary benefit products
401k retirement savings plan after just 60 days
Paid time off for vacation, sick and floating holidays
Tuition reimbursement
Vector-provided equipment for remote work
Growth opportunities