Customer Retention Specialist Charlotte, North Carolina, United States

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

Job summary

A leading security company in Charlotte seeks a Customer Retention Specialist to enhance customer relationships and service quality. This role emphasizes empathy and problem-solving to maintain retention rates, offering an engaging workplace culture and a competitive compensation package.

Benefits

Medical, dental, and vision insurance

401(k) with company matching

Company paid holidays and PTO

On-site café and fitness facility

Free monitored security system after 90 days

Qualifications

• 1-2 years previous customer retention experience required.
• Ability to work flexible schedules, including weekends.
• Exceptional sales skills particularly in upselling.

Responsibilities

• Provide exceptional customer service focused on retention.
• Build long-term relationships with customers.
• Resolve disputes and technical issues proactively.

Skills

Customer service

Problem-solving

Communication

Empathy

People skills

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

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Were you referred to CPI by a current employee and if so, please list his/her name below?

Are you able to provide proof that you are eligible to legally work in the United States? * Select...

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? * Select...

After a conditional offer of employment is made, one or more consumer and/or investigative consumer reports will be obtained from a consumer reporting agency and depending on the business unit or position for which you seek employment, a drug screen, and/or motor vehicle report may be required. Are you willing to submit to such a process? * Select...

SMS Consent: Do you agree to receive mobile messages from us in relation to this job application? Message frequency varies. Message and data rates may apply. Reply STOP to opt-out of future messaging. Reply HELP for help. View our Privacy & SMS Policy: https://cpisecurity.com/privacy-policy/ * Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in CPI Security’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.