About the role
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