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Customer Success Representative

1 month ago

Charlotte, United States CPI Security Systems Full time

CPI Security Systems is currently seeking a Customer Success Representative who 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.

Essential Functions

  • 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
  • Understand departmental policies and sales procedures/processes to be able to assist the sales representatives as needed
  • Liaison between sales and field operations to develop an excellent working relationship by resolving issues and effectively communicating changes
  • 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
  • Responsible for ensuring an optimized scheduling backlog with field operations
  • Resolve incoming communications regarding install cancellations and use sales techniques to reschedule appointments preventing fallout
  • Conduct outbound customer calls for confirming installation appointments
  • Collaborate with other teams to streamline onboarding procedures
  • Communicate with customers via phone, email, or SMS to answer questions and address concerns
  • Complete required tasks to ensure accuracy with alarm permitting

Knowledge, Skills and Abilities Required

  • Empathetic listening skills to understand and relate to customer concerns
  • Ability to identify and address customer issues effectively
  • Excellent problem solving and time management skills
  • Familiarity with underwriting guidelines and principles
  • Collaborative mindset to work with cross-functional teams
  • 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 able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries
  • Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time
  • Must be self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standards
  • Must be able to maintain a professional presence and represent the company favorably
  • Understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfill priorities

Other Experience Required

  • High school diploma required, some college preferred
  • Previous sales or customer service experience preferred, however not required.

CPI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and provides equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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