LOUD Security is a fast-growing Security and Life-Safety Installation company in Kennesaw, GA.
The Customer Care Specialist / Customer Advocate is a relationship-focused role at the heart of LOUD Security Systems’ commitment to exceptional customer service. You will work directly with our customers and sales team members to assist customers as their security needs evolve.
This position collaborates with management on complex or high-risk accounts that may require additional support, approval, or creative retention solutions.
You will also work with customers that are cancelling services and will ensure the customer’s account is closed accurately, professionally, and respectfully providing final payment and invoicing.
Success in this position requires good listening skills, sound judgment, strong communication skills, and the ability to balance the customer’s needs with the company’s goals.
Key Responsibilities
- Serve as a trusted advocate for customers who have questions, concerns, or requests related to their accounts.
- Speak with customers who are considering cancellation or changes to their accounts to understand their concerns and explore appropriate product, service, or retention options.
- Clearly explain available services, account terms, pricing, and potential solutions.
- Partner with sales and management when additional assistance or approval may help resolve an issue and retain an account.
- Process account cancellations accurately and promptly when retention is not possible or appropriate.
- Document customer conversations, account changes, cancellation reasons, and retention outcomes thoroughly.
- Follow established policies while using good judgment to create a positive and respectful customer experience.
- Identify recurring customer concerns and share feedback that may improve service, processes, and retention.
- Coordinate with other departments to resolve billing, service, technical, or account-related issues.
Qualifications
- At least one year of experience in customer service, customer retention, account management, collections, or a related role is preferred.
- Strong verbal and written communication skills.
- Excellent listening, problem-solving, and conflict-resolution abilities.
- Ability to handle cancellation and retention conversations with empathy, professionalism, and composure.
- Sound judgment and the ability to recognize when management support is needed.
- Strong attention to detail and commitment to accurate account documentation.
- Comfort using customer relationship management, billing, or account-management systems.
- Ability to work independently while contributing to a supportive team environment.
- Experience in the security, telecommunications, subscription-service, or home-services industries is a plus.
Why Join LOUD Security Systems?
At LOUD Security Systems, customer care extends beyond providing security services. It means building lasting relationships within our teams and customers, responding when customers need help, and treating every interaction with integrity and respect.
This position offers an opportunity to make a direct impact on customer satisfaction and retention while developing valuable skills in customer advocacy, problem-solving, account management, and relationship building.
About LOUD Security Systems
LOUD Security Systems is committed to protecting the families, homes, and businesses our customers value most. Our team takes pride in delivering dependable security and life-safety solutions supported by responsive, personal service. We believe strong customer relationships are built through trust, accountability, and a genuine commitment to doing what is right.
Job Type: Full-time
Pay: $16.00 - $20.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Shift:
Work Location: In person
