Customer Retention Specialist

<p style="margin: 0px;"><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">CPI Security, a leader in the security and automation solutions industry, is looking for a&nbsp;Customer Retention Specialist to join our growing team at our headquarters in Charlotte, NC! </span></strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">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&nbsp;Customer Retention Specialists.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000; font-size: 12pt;"><strong>What You'll Do:</strong></span></p> <ul> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">Provide fantastic customer service focused on dispute resolution and overcoming challenges</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">Build value in the CPI brand to drive long term relationships with customers as a leading competitor in Security and Home Automation industry.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">Provide solutions-based approaches to retain customers who are considering service cancellation.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">Champion the customer care process, which includes, troubleshooting technical issues, answer questions or concerns regarding systems or services.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">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.&nbsp;</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">Consistently improve retention rates and achieve retention goals.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: #000000;">Handle each call with empathy, compassion, and professionalism to ensure excellent customer service.&nbsp;</span></li> </ul> <p style="margin: 0px;">&nbsp;</p> <p><strong>What We're Looking For:</strong></p> <ul> <li>Upbeat&nbsp;personality and a fun,&nbsp;positive attitude&nbsp;</li> <li>2 - 3 years previous sales or customer retention experience</li> <li>Strong customer service&nbsp;and people&nbsp;skills&nbsp;</li> <li>Ability to consistently meet and exceed performance targets&nbsp;</li> <li>Coachability with a desire to grow professionally&nbsp;</li> <li>Ability to work a flexible schedule,&nbsp;including weekends&nbsp;</li> <li>Experience with CRM system such as&nbsp;SalesForce&nbsp;is&nbsp;a plus, but not required&nbsp;</li> <li>Exceptional sales skills&nbsp;are a plus, particularly with strong upselling and closing abilities&nbsp;</li> </ul> <p><strong>What’s In It For You:</strong></p> <ul> <li>$50,000 to $80,000 Annual Compensation</li> <li>Base hourly rate with tiered commission structure, performance based, training and quarterly bonus</li> <li>Higher shift pay for working nights and weekends&nbsp;</li> <li>Great medical, dental, vision, 401(k) with company matching, short- &amp; long-term disability and life insurance options. Company paid holidays, floating holiday, and PTO&nbsp;</li> <li>Free monitored security system after 90 days.&nbsp;</li> <li>Engaging and fun company culture that’s made up of a diverse group of people&nbsp;&nbsp;</li> <li>Talk about perks!&nbsp; An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director</li> </ul> <p style="margin: 0px;">&nbsp;</p>