Customer Retention Specialist
At a glance
Mid-level Retention Marketing role at CPI Security. Charlotte · $50,000–$80,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Resolve customer disputes and help callers work through service problems with empathy and professionalism
- Explain the value of CPI services and offer practical options to customers considering cancellation
- Troubleshoot system issues, answer service questions and find causes of recurring customer problems
- Use customer-specific solutions to retain accounts and meet retention performance goals
What you bring
- You have two to three years of experience in sales or customer retention
- You bring strong customer service and interpersonal skills, with the ability to meet performance targets
- You can work a flexible schedule that includes weekends
Who this fits
This role suits someone with sales or retention experience who is comfortable handling cancellation calls and working toward performance goals. The position is based at CPI’s Charlotte headquarters and requires schedule flexibility, including weekends.
From the employer
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
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Retention Marketing$50k+
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