Customer Retention Specialist

Customer Retention Specialist

ABF Security is a locally owned and operated provider of residential and commercial security solutions dedicated to protecting homes, businesses, and families. Through advanced security, fire, and life-safety technologies, we help safeguard what matters most and provide peace of mind when it matters most. Our mission is simple: protect property, prevent loss, and help save lives.

About the role

We are seeking a proactive and customer-focused Customer Retention Specialist to join our ABF Team. This role is responsible for retaining customers by addressing concerns, managing disconnect requests, and ensuring customers fully understand and receive value from their alarm monitoring and security services.

The ideal candidate will have strong communication skills, the ability to de-escalate challenging situations, and a commitment to delivering exceptional customer service while protecting recurring revenue.

What you'll do

• Manage customer requests for service cancellations (disconnects) and attempt retention through effective problem resolution
• Clearly explain security system monitoring services, agreements, and contract terms
• Address and resolve customer concerns including billing issues, false alarms, and equipment performance
• Serve as a point of contact for escalated customer concerns or dissatisfaction
• Coordinate with internal teams (service technicians, monitoring center, billing, and sales) to resolve issues
• Ensure proper and compliant processing of alarm system cancellations and account updates
• Document customer interactions, cancellation reasons, and retention outcomes in CRM systems
• Identify trends in customer cancellations and provide feedback to improve service and processes

Reinforce the value of alarm monitoring and security services to customers

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1–3+ years of experience in customer service, retention, call center, or account management
• Experience in security, alarm monitoring, or service-based industries preferred

Skills & Competencies

• Strong verbal and written communication skills
• Ability to handle difficult conversations and de-escalate customer concerns
• Excellent problem-solving and critical-thinking abilities
• Detail-oriented with strong organizational skills
• Ability to explain contracts, billing, and technical information clearly
• Customer-focused mindset with a passion for helping and retaining clients
• Ability to multitask and manage high call or case volumes
• Strong teamwork and collaboration skills
• Commitment to compliance, accuracy, and customer safety
• Ability to maintain professionalism in high-pressure situations

Technical Skills

• Experience using CRM systems (Zoho, service platforms, etc.) preferred
• Basic knowledge of alarm/security systems, monitoring processes, or related technologies is a plus
• Proficiency in Microsoft Office or similar system