Customer Success Representative

About the role

CPI Security, a leader in the security and automation solutions industry, is looking for a Customer Success Representative to join our team in Charlotte, North Carolina! This individual is responsible for ensuring successful onboarding of new customers, fostering positive relationships with our customers and internal teams, and maximizing every installation opportunity for CPI.

As a Customer Success Representative, you will play a pivotal role in ensuring customer satisfaction and fostering long-term relationships. This role involves effective communication, problem-solving, and a proactive approach to customer engagement.

What You'll Do

• Act as the primary point of contact for customer inquiries, concerns, and issues between sale and activation
• Support communications from sales representatives and field operations to resolve requests and underwriting questions
• Conduct outbound calls to new customers and resolve incoming communications to complete underwriting requirements, verify monitoring data, and facilitate scheduling or rescheduling of installation appointments
• Possess working knowledge of all part, pricing and discount information and effectively support customers and sales representatives
• Receive inbound calls from field operations to finalize and verify all components of installation requisition and ensure billing accuracy
• Communicate with underwriting to facilitate timely approvals for installations

What We're Looking For

• Demonstrated customer service experience
• Empathetic listening skills to understand and relate to customer concerns
• Excellent problem solving and time management skills
• Maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts
• Ability to convey complex information in a clear and concise manner
• Must be self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standards

What We Offer

• $40,000-$50,000 annual compensation
• Engaging and fun company culture that succeeds through diversity.
• Great medical, dental, vision, 401(k) with company match, short-term & long-term disability and life insurance options. Company paid holidays, floating holiday and (PTO).
• Free monitored security system after 90 days.
• On-site gym, cafeteria and coffee bar