Customer Support Advisor

Charlotte, North Carolina, United States

CPI Security, a leader in the security and automation solutions industry, is looking for a Customer Support Advisor to join our growing team at our headquarters in Charlotte, NC!

CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award.

The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

In this role, you’ll be empowered to make decisions, communicating directly with customers to answer account inquiries, diagnose and resolve security system related issues with home automation and video products in order to provide customers with a satisfactory resolution to ensure complete satisfaction. When you become a Customer Support Advisor at CPI Security, you join an energetic group of people dedicated to making every day safer for our community and our customers.

If you’re an experienced customer service professional, enjoy solving problems and keeping customers happy, and want a career with purpose, this opportunity is for you.

• Respond to and resolve customer questions and requests on various items such as: equipment, company policies, customer contracts, system operation and maintenance, monitoring service, billing, and account inquiries
• Provide exceptional customer support and communicate through various platforms such as: phone, text, web chat, and e-mail
• Effectively communicate CPI Security’s value, products, and services to customers and utilize upselling techniques to meet customers’ needs
• Apply appropriate troubleshooting methods and techniques in resolving challenges while documenting all actions taken and following up to ensure satisfactory resolution
• Perform alarm system downloads to ensure programming of alarm systems
• Assist field technicians with signal feedback, testing, and general customer account information needs
• Act as brand ambassador while setting the example of our people-first culture as you work with customers on completing customer satisfaction surveys

• Ongoing specialized, paid training and career growth opportunities.
• Great medical, dental, vision, short- & long-term disability and life insurance options, PTO and 401(k) plan with company match
• Eligible for free monitored security system after 90 days
• 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

• High school diploma or equivalent
• Minimum 2 years customer service experience, technical support experience preferred
• Phone-based support skills preferred
• Advanced typing and computer skills
• Thrive in a busy, fast-paced work environment
• A self-starter who can operate independently, within a team environment