Customer Retention Specialist
Mid-level Retention Marketing role at CPI Security. Charlotte · $50,000–$80,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Resolve disputes and service challenges while delivering strong customer care
- Show customers the value of CPI’s security and home automation services
- Offer practical solutions to customers thinking about cancellation
- Troubleshoot system issues and answer service-related questions
- Find the cause of problems and use it to improve retention results
What you bring
- Two to three years in sales or customer retention
- Strong customer service and interpersonal abilities
- A record of meeting or surpassing performance goals
- A positive, energetic attitude and willingness to be coached
- Weekend and flexible-schedule availability
Who this fits
You’ll suit a customer-facing retention role built around resolving disputes, addressing service concerns, and keeping customers from canceling. The job is based at CPI Security’s Charlotte headquarters and requires a flexible schedule that includes weekends. An upbeat, coachable approach and interest in professional growth are important.
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