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.

What You'll Do:

• 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. 

What We're Looking For:

• Upbeat personality and a fun, positive attitude 


• 2 - 3 years previous sales or 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 SalesForce is a plus, but not required 


• Exceptional sales skills are a plus, particularly with strong upselling and closing abilities 

What’s In It For You:

• $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