Customer Retention Pro - Save, Renew, Delight

Guardian Alarm; Detroit (MI); On-site; USD 50,000 - 65,000; Full time

Job summary

Guardian Alarm is seeking a Customer Retention Specialist in Detroit to engage customers considering cancellations, understand their needs, and present value-based solutions that preserve relationships and recurring revenue. The role blends customer service, consultative selling, and problem-solving to defend renewals.

You will negotiate renewals, educate clients on products and enhancements, and document interactions in Dynamics and VOZIQ.

Qualifications

• Engage customers considering cancellations to understand concerns and retention needs.
• Negotiate renewals and retention offers within guidelines.
• Educate customers on Guardian products and opportunities for upgrades.
• Document interactions and outcomes in company systems.

Responsibilities

• Manage inbound/outbound retention opportunities to preserve recurring revenue.
• Identify retention opportunities and present value-based options.
• Coordinate with internal teams to resolve complex retention issues.
• Document all interactions and maintain case management in systems.
• Monitor performance against retention and revenue metrics.

Skills

Customer service

Consultative selling

Negotiation

Active listening

Problem solving

Tools

Microsoft Dynamics

VOZIQ

CRM software

Job description

Guardian Alarm is seeking a Customer Retention Specialist in Detroit to engage customers considering cancellations, understand their needs, and present value-based solutions that preserve relationships and recurring revenue. The role blends customer service, consultative selling, and problem-solving to defend renewals.

You will negotiate renewals, educate clients on products and enhancements, and document interactions in Dynamics and VOZIQ.