Job Description
Job Description
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.