Customer Retention Specialist

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.

• 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.

• 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 Sales Force is a plus, but not required
• Exceptional sales skills are a plus, particularly with strong upselling and closing abilities

• $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