Customer Retention Strategist

Guardian Alarm; Detroit (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Guardian Alarm in Detroit is seeking a Customer for Life Specialist to deliver exceptional customer service by implementing retention strategies, addressing at‑risk customers, and securing renewals or saves.

You will negotiate renewals, upsell products and services, track expiring contracts, and collaborate with sales, operations and field service teams to improve retention. A high school diploma and customer service experience are required for this on‑site, full‑time role.

Qualifications

• Excellent communication including active listening.
• Remain calm and in control during difficult conversations.
• Service-oriented and able to resolve customer grievances.
• Strong organizational and attention to detail skills.
• Proficient computer skills with the ability to learn new software.
• Knowledge of or ability to learn product or service areas.
• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service preferred.

Responsibilities

• Negotiate renewals or saves to retain customers and upsell products and services.
• Perform customer negotiation and reach fair conclusions for both Guardian and customer.
• Consistently meet or exceed retention productivity goals.
• Retain an average of 70% or better of cancellation calls daily.
• Retain an average of 70% or better of revenue relating to cancellation calls.
• Resolve all customer calls within 24 hours to improve cancellation rate.
• Ensure knowledge of competitors’ services to demonstrate Guardian features and advantages.
• Track contracts that are soon to expire and contact customers for renewals.
• Analyze feedback to develop new retention techniques.
• Provide excellent customer service and a positive customer experience.
• Build relationships with at-risk customers for additional business.
• Work with sales, operations and field service teams to assist in retention.
• Maintain retention queue in MAS and document all contacts.

Skills

Excellent communication

Active listening

Calm under pressure

Customer-focused

Organizational skills

Attention to detail

Computer literacy

Education

High school diploma or equivalent

Job description

Guardian Alarm in Detroit is seeking a Customer for Life Specialist to deliver exceptional customer service by implementing retention strategies, addressing at‑risk customers, and securing renewals or saves.

You will negotiate renewals, upsell products and services, track expiring contracts, and collaborate with sales, operations and field service teams to improve retention. A high school diploma and customer service experience are required for this on‑site, full‑time role.