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Customer Retention Specialist

Charlotte, North Carolina, United States

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 
  • 1-2 years previous 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

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