Renewals & Customer Loyalty Specialist

Guardian-Alarm; Southfield (MI); On-site; USD 42,000 - 65,000; Full time

Job summary

Guardian-Alarm seeks a Customer for Life Specialist to deliver exceptional service by implementing retention strategies to reduce cancellations and secure renewals. You will work with customers at risk of leaving, addressing concerns and presenting Guardian’s value.

In this role you will negotiate renewals, upsell products, meet retention targets, and collaborate with sales and field teams. Strong communication and problem-solving are essential, along with a customer-first approach and the

Qualifications

• Excellent communication and active listening required.

Responsibilities

• Negotiate renewals or saves to retain customers.
• Upsell products and services.
• Negotiate solutions balancing Guardian and customer needs.
• Meet or exceed retention productivity goals.
• Maintain a 70%+ retention on cancellation calls.
• Maintain revenue retention on cancellations.
• Resolve customer calls within 24 hours.
• Know competitors’ services to demonstrate Guardian’s advantages.
• Track expiring contracts and contact customers for renewals.
• Analyze feedback to improve retention strategies.
• Provide excellent service and positive customer experience.
• Collaborate with sales, operations and field service for retention.

Skills

Communication

Active listening

Calm under pressure

Customer service

Detail-oriented

Organizational skills

Computer skills

Software learning

Product knowledge

Education

High school diploma or equivalent

Tools

MAS system

Job description

Guardian-Alarm seeks a Customer for Life Specialist to deliver exceptional service by implementing retention strategies to reduce cancellations and secure renewals. You will work with customers at risk of leaving, addressing concerns and presenting Guardian’s value.

In this role you will negotiate renewals, upsell products, meet retention targets, and collaborate with sales and field teams. Strong communication and problem-solving are essential, along with a customer-first approach and the