Customer Retention Specialist

Customer Retention SpecialistCharlotte, North Carolina, United StatesCPI 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 challengesBuild 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 attitude2 - 3 years previous sales or customer retention experienceStrong customer service and people skillsAbility to consistently meet and exceed performance targetsCoachability with a desire to grow professionallyAbility to work a flexible schedule, including weekendsExperience with CRM system such as SalesForce is a plus, but not requiredExceptional sales skills are a plus, particularly with strong upselling and closing abilitiesWhat's In It For You:$50,000 to $80,000 Annual CompensationBase hourly rate with tiered commission structure, performance based, training and quarterly bonusHigher shift pay for working nights and weekendsGreat medical, dental, vision, 401(k) with company matching, short- & long-term disability and life insurance options. Company paid holidays, floating holiday, and PTOFree monitored security system after 90 days.Engaging and fun company culture that's made up of a diverse group of peopleTalk 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