Customer Retention Specialist

CPI Security • Charlotte, NC

8d • Onsite

About The Position

CPI Security is hiring a Customer Retention Specialist at its headquarters in Charlotte, North Carolina. The role focuses on customer service, dispute resolution, troubleshooting, and retaining customers considering cancellation. Specialists build long-term customer relationships by demonstrating the value of CPI’s security and home automation services, finding solutions to customer concerns, and delivering empathetic, professional support. The position includes a base hourly rate, tiered commissions, and performance-based training and quarterly bonuses. Work schedules may include nights and weekends, with higher shift pay for those shifts.

Requirements

• 2–3 years of previous sales or customer retention experience.
• Strong customer service and people skills.
• Ability to consistently meet and exceed performance targets.
• Coachability and a desire to grow professionally.
• Ability to work a flexible schedule, including weekends.

Nice To Haves

• Experience with a CRM system such as Salesforce.
• Exceptional sales skills, particularly upselling and closing abilities.

Responsibilities

• Provide customer service focused on dispute resolution and overcoming challenges.
• Build value in the CPI brand and foster long-term customer relationships.
• Offer solutions to retain customers considering service cancellation.
• Troubleshoot technical issues and answer questions or concerns about systems and services.
• Identify the root causes of customer issues, determine strategies to address them, and work with customers to retain them.
• Improve retention rates and achieve retention goals.
• Handle calls with empathy, compassion, and professionalism.

Benefits

• Annual compensation of $50,000 to $80,000, including a base hourly rate with tiered commissions and performance-based training and quarterly bonuses.
• Higher shift pay for working nights and weekends.
• Medical, dental, and vision insurance.
• 401(k) with company matching.
• Short- and long-term disability insurance and life insurance options.
• Company-paid holidays, a floating holiday, and paid time off.
• Free monitored security system after 90 days.
• On-site café, coffee and smoothie bar, walking trail, basketball court, and fitness facility with a dedicated Fitness Director.
• Engaging company culture with a diverse group of people.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed