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. What You'll Do: 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. Responsibilities 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 What’s In It For You! 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 What We're Looking For: 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 Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Education School Select... Degree Select... Select... Select... Start date year End date month Select... End date year Are you 18 years of age or older? * Select... Were you referred to CPI Security by a current or past CPI Security employee? * Select... If you were referred by a current CPI Security employee, please list that employee's name and relationship to you. Do you have 1+ years of technical experience (i.e troubleshooting, password resets on devices/systems) assisting customers? * Select... This position reports to the corporate office in person. Are you comfortable with working onsite? * Select... Are you able and willing to work evenings (2nd shift) and weekend shifts (between 8:00am -7:00pm) to service our customer? * Select... Are you able to provide proof that you are eligible to legally work in the United States? * Select... Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? * Select... After a conditional offer of employment is made, one or more consumer and/or investigative consumer reports will be obtained from a consumer reporting agency and depending on the business unit or position for which you seek employment, a drug screen, and/or motor vehicle report may be required. Are you willing to submit to such a process? * Select... SMS Consent: Do you agree to receive mobile messages from us in relation to this job application? Message frequency varies. Message and data rates may apply. Reply STOP to opt-out of future messaging. Reply HELP for help. View our Privacy & SMS Policy: * Select... Were you referred to CPI by a current employee and if so, please list his/her name below? #J-18808-Ljbffr