Customer Retention Specialist

CPI Security • Charlotte, NC

21h • $50,000 - $80,000 • Onsite

About The Position

CPI Security is hiring a Customer Retention Specialist to join its team at its headquarters in Charlotte, North Carolina. The role focuses on delivering customer service, resolving disputes and challenges, and retaining customers who are considering canceling service. Specialists build customer relationships by demonstrating the value of CPI’s security and home automation services, troubleshooting issues, answering questions, and identifying solutions that support long-term retention. The position includes performance goals and compensation with a base hourly rate, tiered commission, and performance-based bonuses. The role requires a flexible schedule, including weekends; higher shift pay is offered for nights and weekends.

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 for professional growth.
• 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 cause 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, tiered commission structure, and performance-based training and quarterly bonus.
• Higher shift pay for working nights and weekends.
• Medical, dental, and vision insurance options.
• 401(k) with company matching.
• Short- and long-term disability and life insurance options.
• Company-paid holidays, a floating holiday, and PTO.
• Free monitored security system after 90 days.
• On-site café, coffee/smoothie bar, walking trail, basketball court, and fitness facility with a dedicated Fitness Director.

What This Job Offers

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