Customer Retention Specialist

CPI Security, a leader in the security and automation solutions industry, is looking for a Customer 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 our Customer 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:

Upbeat personality and a fun, positive attitude

2 - 3 years previous sales or customer retention experience

Strong customer service and people skills

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 as SalesForce is a plus, but not required

Exceptional sales skills are 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