Customer Success Specialist (Retention)

Customer Success Specialist (Retention)

SafeTouch Security, a recognized company serving the community for over 30 years, values its employees as the cornerstone of our success. Join our team and become part of a culture dedicated to excellence and innovation.

Job Summary: The Customer Success Specialist at SafeTouch Security plays a key role in maintaining strong relationships with existing customers, ensuring their satisfaction, and driving long-term loyalty. The role requires a deep understanding of integrated security solutions, proactive communication, and an ability to anticipate and resolve customer issues to retain business and minimize customer churn.

Duties and Responsibilities:

• Build and maintain strong, long-lasting relationships with existing clients in the integrated security sector.
• Develop and implement strategies to increase customer retention rates and minimize churn by addressing customer needs, concerns, and satisfaction levels.
• Regularly engage with customers through calls, emails, and meetings to ensure they are satisfied with the service, identify upsell opportunities, and ensure the ongoing success of their integrated security systems.
• Support the onboarding process for new customers, ensuring they understand the full scope of their integrated security systems and services, and provide training to maximize their value from the solutions.
• Work closely with other internal teams to ensure seamless service delivery and address customer concerns effectively.
• Keep customers informed about new products, service updates, and technological advancements relevant to their integrated security systems.
• Negotiate agreement terms and potential upgrades, and make appropriate offers regarding account cancellations and/or transfer requests.
• Accurately manage customer requests via email, calls, and sales leads while following through to full completion.
• Work within the guidelines and perimeters of the cancellation process to retain customers.
• Collect on accounts while ensuring customer satisfaction and continued service with SafeTouch.
• Document all customer interactions and steps taken with their accounts.
• Daily scanning, filing, and organizing of customer account files.
• Other duties as business needs require.

Requirements:

• High school diploma or equivalent.
• Minimum of one year of experience in customer service or related.
• General knowledge of the security alarm industry.
• Strong computer applications skills with MS Office; Salesforce experience is a plus.
• Quickly navigate through different software programs while talking with customers.
• Superior customer service skills and communication etiquette.
• Excellent problem-solving and people management skills.
• Demonstrated negotiations or collections experience.
• Effectively multi-task, pay attention to detail, and remain organized.
• Work independently and as part of a team in a fast-paced environment.
• Pass a drug screen and background check.
• Bilingual is a plus.

Physical Requirements:

• Remain stationary at a desk, standing, and moving from place to place for prolonged periods.
• Occasionally move light objects.
• Observe details at close range.
• Take notes, operate technology, and present information.
• Read documents and presentations using electronic devices and hard copy materials while interacting with others.
• Exchange accurate information in person, over the phone, in writing, and electronically.
• Communicate clearly and articulately for presentations and interpersonal interactions so others will understand.

Job Type: Full-time, non-exempt

Work/Base Location: Jacksonville Corporate

Work Hours/Availability: 8 am – 5 pm Monday through Friday or 8 am – 5 pm Tuesday through Saturday.

Travel: None

Benefits:

• Competitive pay with performance-based incentives
• Comprehensive benefits package (medical, dental, vision)
• 401(k) with match
• Paid time off and holidays
• Opportunities for professional development and career growth

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.