Customer Retention Specialist

CPI Security; Charlotte (NC); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player in security solutions is seeking a Customer Retention Specialist to enhance customer loyalty and satisfaction. This role focuses on providing exceptional service, resolving disputes, and building long-term relationships with clients. Join a dynamic team that values innovation and customer care, offering a competitive salary and comprehensive benefits, including a fun workplace culture with numerous perks. If you have a passion for helping others and a talent for problem-solving, this opportunity is perfect for you!

Benefits

Medical, Dental, and Vision Insurance

401(k) with Company Matching

Short- & Long-Term Disability

Life Insurance Options

Free Monitored Security System

On-Site Café

Basketball Court

State-of-the-Art Fitness Facility

Quarterly Bonus

Flexible Schedule

Qualifications

• 1-2 years of customer retention experience required.
• Strong people skills and ability to meet performance targets.

Responsibilities

• Provide excellent customer service focused on dispute resolution.
• Identify root causes of customer issues and implement solutions.

Skills

Customer Retention

Customer Service

Problem Solving

Sales Skills

Communication Skills

Education

High School Diploma

Bachelor's Degree

Tools

SalesForce

Job description

Charlotte, North Carolina, United States

CPI Security, a leader in the security and automation solutions industry, is looking for aCustomer Retention Specialist to join our growing team at our headquarters in Charlotte, NC! We are more than “just a security company,” and we offer more than “just a job.” CPI’s mission is to protect our customers while providing world-class service and peace of mind. That’s not something you can bottle up and sell – it’s a feeling and a comfort our customers are guaranteed by ourCustomer Retention Specialists.

What You'll Do:

• Provide fantastic customer service focused on dispute resolution and overcoming challenges
• Build value in the CPI brand to drive long term relationships with customers as a leading competitor in Security and Home Automation industry.
• Provide solutions-based approaches to retain customers who are considering service cancellation.
• Champion the customer care process, which includes, troubleshooting technical issues, answer questions or concerns regarding systems or services.
• Problem solve as you quickly identify the root cause of customer issues, pinpoint strategies to eliminate those issues, and work with customer to retain them.
• Consistently improve retention rates and achieve retention goals.
• Handle each call with empathy, compassion, and professionalism to ensure excellent customer service.

What We're Looking For:

• Upbeatpersonality and a fun,positive attitude
• 1-2 years previous customer retention experience
• Strong customer serviceand peopleskills
• Ability to consistently meet and exceed performance targets
• Coachability with a desire to grow professionally
• Ability to work a flexible schedule,including weekends
• Experience with CRM system such asSalesForceisa plus, but not required
• Exceptional sales skillsare a plus, particularly with strong upselling and closing abilities

What’s In It For You:

• $50,000 to $80,000 Annual Compensation
• Base hourly rate with tiered commission structure, performance based, training and quarterly bonus
• Higher shift pay for working nights and weekends
• Great medical, dental, vision, 401(k) with company matching, short- & long-term disability and life insurance options. Company paid holidays, floating holiday, and PTO
• Free monitored security system after 90 days.
• Engaging and fun company culture that’s made up of a diverse group of people
• Talk about perks! An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director

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