What are the responsibilities and job description for the Customer Care and Retention Specialist position at LOUD Security Systems Inc.?
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Job Summary:
The LOUD Security Customer Care and Customer Retention Specialist plays a critical role in ensuring customer satisfaction, engagement, and loyalty for our security and life-safety monitoring services. This individual is responsible for proactively addressing customer concerns, resolving issues, and identifying opportunities to retain and grow our customer base. The ideal candidate has excellent communication and problem-solving skills, a customer-first mindset, and a passion for delivering exceptional service.
Key Responsibilities:
Customer Care
- Serve as the primary point of contact for non-technical customer inquiries, concerns and service-related issues via phone, email, and chat.
- Provide accurate information regarding products, services, billing, and account management.
- Work collaboratively with technical support, sales, and other departments to resolve customer issues promptly.
- Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
- Ensure all customer concerns are addressed to their satisfaction, promoting positive relationships.
Customer Retention
- Proactively engage with customers who express dissatisfaction or intent to cancel, using empathy and problem-solving to retain their business.
- Analyze customer accounts to identify potential churn risks and develop strategies to improve retention.
- Offer tailored solutions, promotions, or alternative packages to meet individual customer needs and enhance satisfaction.
- Conduct follow-ups with customers post-resolution to ensure their continued satisfaction.
- Monitor and report trends in customer complaints and cancellations to recommend process improvements.
Additional Responsibilities
- Collaborate with the marketing team to execute customer loyalty and engagement programs.
- Stay informed about industry trends, competitor offerings, and company policies to effectively address customer concerns.
- Take an active part in weekly meetings with the management team to Provide feedback regarding recurring issues and customer needs.
- Calculate and Create final invoices, credit memos, and collect final customer payments as applicable.
Qualifications:
Education and Experience:
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- Minimum of 2 years of experience in customer service, retention, or a related field.
Skills and Competencies:
- Strong verbal and written communication skills.
- Strong interpersonal and conflict-resolution abilities.
- Proficient in Microsoft Office Suite.
- Ability to read invoices and statements, analyze data and trends to identify solutions.
- Organized, detail-oriented, and capable of multitasking in a fast-paced environment.
- Positive attitude and a proactive approach to problem-solving.
Benefits
- Paid Sick/Personal Time
- Paid Vacation Time
- Paid Holidays
- Medical Benefits
- 3% Matching Retirement Plan
Job Type: Full-time
Pay: $15.00 - $19.00 per hour
Expected hours: 40 per week
Benefits:
- Health insurance
- On-the-job training
- Paid time off
Shift:
- Day shift
Ability to Commute:
- Kennesaw, GA 30144 (Required)
Ability to Relocate:
- Kennesaw, GA 30144: Relocate before starting work (Preferred)
Work Location: In person
Salary : $15 - $19
