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Client Engagement Specialist

2 months ago

Charlotte, North Carolina, United States CPI Security Full time
Position Overview

CPI Security Systems is in search of a Customer Success Representative dedicated to ensuring a seamless onboarding experience for our clients. This role is crucial in nurturing positive interactions with both our clientele and internal teams, while also optimizing every installation opportunity for CPI. As a Customer Success Representative, you will be instrumental in driving customer satisfaction and building enduring relationships.

Key Responsibilities

  • Serve as the main contact for client inquiries, concerns, and issues throughout the transition from sale to activation.
  • Facilitate communication between sales representatives and operational teams to address requests and underwriting inquiries.
  • Initiate outbound calls to new clients and manage incoming communications to fulfill underwriting requirements, verify monitoring data, and assist in scheduling installation appointments.
  • Understand departmental policies and sales procedures to provide support to sales representatives as necessary.
  • Act as a liaison between sales and operational teams to cultivate a strong working relationship by resolving issues and effectively communicating updates.
  • Maintain comprehensive knowledge of all parts, pricing, and discount structures to effectively assist clients and sales representatives.
  • Handle inbound calls from operational teams to finalize and verify all components of installation requests and ensure billing accuracy.
  • Collaborate with underwriting to ensure timely approvals for installations.
  • Ensure an optimized scheduling backlog with operational teams.
  • Address incoming communications regarding installation cancellations and employ sales techniques to reschedule appointments, minimizing fallout.
  • Conduct outbound calls to confirm installation appointments with clients.
  • Work with other teams to enhance onboarding processes.
  • Engage with clients via phone, email, or SMS to respond to inquiries and resolve concerns.
  • Complete necessary tasks to ensure accuracy in alarm permitting.

Required Skills and Qualifications

  • Strong empathetic listening skills to comprehend and relate to client concerns.
  • Ability to effectively identify and resolve client issues.
  • Excellent problem-solving and time management capabilities.
  • Familiarity with underwriting guidelines and principles.
  • Collaborative approach to work with cross-functional teams.
  • Maintain a high level of product knowledge, including current features, promotions, pricing, and discounts.
  • Ability to communicate complex information clearly and concisely.
  • Demonstrate professionalism and courtesy in handling both internal and client inquiries.
  • Exhibit adaptability and willingness to learn and implement new policies and procedures as corporate standards evolve.
  • Self-motivated with the initiative to complete tasks accurately within established timelines and standards.
  • Maintain a professional demeanor and represent the company positively.
  • Understand and align with the company's core values, goals, mission, vision, and priorities as set by management, continually seeking ways to meet or exceed objectives.

Preferred Experience

  • High school diploma required; some college education preferred.
  • Previous experience in sales or customer service is preferred but not mandatory.

CPI is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind, and ensuring equal 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 applicable laws.

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