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:
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Build and maintain strong, long-lasting relationships with existing clients in the integrated security sector.
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Develop and implement strategies to increase customer retention rates and minimize churn by addressing customer needs, concerns, and satisfaction levels.
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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.
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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.
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Work closely with other internal teams to ensure seamless service delivery and address customer concerns effectively.
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Keep customers informed about new products, service updates, and technological advancements relevant to their integrated security systems.
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Negotiate agreement terms and potential upgrades, and make appropriate offers regarding account cancellations and/or transfer requests.
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Accurately manage customer requests via email, calls, and sales leads while following through to full completion.
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Work within the guidelines and perimeters of the cancellation process to retain customers.
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Collect on accounts while ensuring customer satisfaction and continued service with SafeTouch.
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Document all customer interactions and steps taken with their accounts.
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Daily scanning, filing, and organizing of customer account files.
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Other duties as business needs require.
Requirements:
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High school diploma or equivalent.
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Minimum of one year of experience in customer service or related.
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General knowledge of the security alarm industry.
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Strong computer applications skills with MS Office; Salesforce experience is a plus.
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Quickly navigate through different software programs while talking with customers.
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Superior customer service skills and communication etiquette.
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Excellent problem-solving and people management skills.
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Demonstrated negotiations or collections experience.
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Effectively multi-task, pay attention to detail, and remain organized.
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Work independently and as part of a team in a fast-paced environment.
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Pass a drug screen and background check.
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Bilingual is a plus.
Physical Requirements:
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Remain seated at a desk, stand, or move from place to place for extended periods.
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Occasionally move light objects.
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Observe details at close range.
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Take notes, operate technology, and present information.
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Read documents and presentations using electronic devices and hard copy materials while interacting with others.
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Exchange accurate information in person, over the phone, in writing, and electronically.
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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
Travel: None
Reports to: VP – Inside Sales and Customer Success
Pay Range: $19 – $24/hour
Benefits:
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Competitive pay with performance-based incentives
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Comprehensive benefits package (medical, dental, vision)
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401(k) with match
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Paid time off and holidays
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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.
