Customer Success Representative
About The Position
CPI Security is seeking a Customer Success Representative to join its team in Charlotte, North Carolina. The role supports new customers from sale through activation by ensuring successful onboarding, building positive relationships with customers and internal teams, and maximizing installation opportunities. It requires effective communication, problem-solving, and proactive customer engagement. The representative serves as the primary contact for customer inquiries, concerns, and issues between sale and activation. They coordinate with sales, field operations, and underwriting; complete customer underwriting requirements; verify monitoring data; arrange installation appointments; and confirm installation requisitions and billing accuracy. They also maintain working knowledge of products, parts, pricing, and discounts to support customers and sales representatives.
Requirements
- Demonstrated customer service experience.
- Empathetic listening skills to understand and relate to customer concerns.
- Excellent problem-solving and time-management skills.
- Ability to maintain strong product knowledge, including current product features and specifications, corporate promotions, pricing, and discounts.
- Ability to convey complex information clearly and concisely.
- Self-motivation and initiative to complete work accurately within established timelines, guidelines, and standards.
Responsibilities
- Act as the primary point of contact for customer inquiries, concerns, and issues between sale and activation.
- Support communications from sales representatives and field operations to resolve requests and underwriting questions.
- Make outbound calls to new customers and respond to incoming communications to complete underwriting requirements, verify monitoring data, and facilitate scheduling or rescheduling installation appointments.
- Maintain working knowledge of parts, pricing, and discount information and support customers and sales representatives.
- Receive inbound calls from field operations to finalize and verify installation requisition components and ensure billing accuracy.
- Communicate with underwriting to facilitate timely installation approvals.
Benefits
- Medical insurance options
- Dental insurance options
- Vision insurance options
- 401(k) with company match
- Short-term disability insurance options
- Long-term disability insurance options
- Life insurance options
- Company-paid holidays
- Floating holiday
- Paid time off
- Free monitored security system after 90 days
- On-site gym, cafeteria, and coffee bar
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
