Customer Retention Specialist

About the role

CPI Security, a leader in the security and automation solutions industry, seeks a Customer Retention Specialist to join their team in Charlotte, NC. The ideal candidate will provide exceptional customer service, build brand value, and retain customers through problem-solving and solution-based approaches.

Responsibilities

• Provide fantastic customer service focused on dispute resolution and overcoming challenges
• Build value in the CPI brand to drive long-term relationships with customers
• Retain customers who are considering service cancellation
• Champion the customer care process, troubleshoot technical issues, and answer questions or concerns regarding systems or services
• Problem-solve to eliminate customer issues and work with customers to retain them
• Consistently improve retention rates and achieve retention goals
• Handle calls with empathy, compassion, and professionalism to ensure excellent customer service

Requirements

• Upbeat personality and a positive attitude
• 2 - 3 years of previous sales or customer retention experience
• Strong customer service and people skills
• Able to consistently meet and exceed performance targets
• Coachable with a desire to grow professionally
• Able to work a flexible schedule, including weekends
• Experience with CRM system such as SalesForce is a plus
• Exceptional sales skills, particularly with strong upselling and closing abilities

Qualifications

• High school diploma or equivalent
• Valid driver's license

Skills

• Excellent communication and interpersonal skills
• Ability to handle multiple tasks simultaneously
• Problem-solving and analytical skills
• Customer-focused mindset

Benefits

• $50,000 to $80,000 Annual Compensation
• Tiered commission structure, performance-based, training, and quarterly bonus
• Higher shift pay for working nights and weekends
• Medical, dental, vision, 401(k) with company matching, short- and 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 with diverse employees
• On-site amenities including an on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director

Pay

$50,000 to $80,000 Annual Compensation

Schedule

Flexible schedule, including weekends