Customer Support Advisor

CPI Security; Town of Charlotte (NY); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

On-site café

Coffee & smoothie bar

Walking trail

Basketball court

Fitness facility

Fitness Director

401(k) match

Paid training

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

Job summary

CPI Security in Charlotte, NC, is seeking a Customer Support Advisor to join our headquarters team. You will handle account inquiries, diagnose home automation and video product issues, and ensure customer satisfaction through clear communication and effective problem solving.

Ideal candidates have a high school diploma, at least 2 years of customer service experience (technical support preferred), strong typing and computer skills, and the ability to work in a fast-paced environment inside a

Qualifications

• High school diploma or equivalent.
• Minimum 2 years customer service experience, technical support experience preferred.
• Phone-based support skills preferred.
• Advanced typing and computer skills.
• Thrive in a busy, fast-paced work environment.
• A self-starter who can operate independently, within a team environment.

Responsibilities

• Respond to and resolve customer questions and requests on various items such as: equipment, company policies, customer contracts, system operation and maintenance, monitoring service, billing, and account inquiries
• Provide exceptional customer support and communicate through various platforms such as: phone, text, web chat, and e-mail
• Effectively communicate CPI Security’s value, products, and services to customers and utilize upselling techniques to meet customers’ needs
• Apply appropriate troubleshooting methods and techniques in resolving challenges while documenting all actions taken and following up to ensure satisfactory resolution
• Perform alarm system downloads to ensure programming of alarm systems
• Assist field technicians with signal feedback, testing, and general customer account information needs
• Act as brand ambassador while setting the example of our people-first culture as you work with customers on completing customer satisfaction surveys

Skills

Customer service

Technical support

Phone-based support

Advanced typing

Computer skills

Self-starter

Team player

Education

High school diploma

Job description

CPI Security, a leader in the security and automation solutions industry, is looking for a Customer Support Advisor to join our growing team at our headquarters in Charlotte, NC! CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation’s top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina’s Top 25 Best Places to Work.

What You’ll Do:

In this role, you’ll be empowered to make decisions, communicating directly with customers to answer account inquiries, diagnose and resolve security system related issues with home automation and video products in order to provide customers with a satisfactory resolution to ensure complete satisfaction.When you become a Customer Support Advisor at CPI Security, you join an energetic group of people dedicated to making every day safer for our community and our customers. If you’re an experienced customer service professional, enjoy solving problems and keeping customers happy, and want a career with purpose, this opportunity is for you.

Responsibilities

• Respond to and resolve customer questions and requests on various items such as: equipment, company policies, customer contracts, system operation and maintenance, monitoring service, billing, and account inquiries
• Provide exceptional customer support and communicate through various platforms such as: phone, text, web chat, and e-mail
• Effectively communicate CPI Security’s value, products, and services to customers and utilize upselling techniques to meet customers’ needs
• Apply appropriate troubleshooting methods and techniques in resolving challenges while documenting all actions taken and following up to ensure satisfactory resolution
• Perform alarm system downloads to ensure programming of alarm systems
• Assist field technicians with signal feedback, testing, and general customer account information needs
• Act as brand ambassador while setting the example of our people-first culture as you work with customers on completing customer satisfaction surveys

What’s In It For You!

• $40,000 - $50,000 average annual compensation
• Ongoing specialized, paid training and career growth opportunities.
• Great medical, dental, vision, short- & long-term disability and life insurance options, PTO and 401(k) plan with company match
• Eligible for free monitored security system after 90 days
• 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

What We’re Looking For:

• High school diploma or equivalent
• Minimum 2 years customer service experience, technical support experience preferred
• Phone-based support skills preferred
• Advanced typing and computer skills
• Thrive in a busy, fast-paced work environment
• A self-starter who can operate independently, within a team environment