Customer Success Representative
CPI Security - Charlotte, NC
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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 FunctionsAct as the primary point of contact for customer inquiries, concerns, and issues between sale and activationSupport communications from sales representatives and field operations to resolve requests and underwriting questionsConduct outbound calls to new customers and resolve incoming communications to complete underwriting requirements, verify monitoring data, and facilitate scheduling or rescheduling of installation appointmentsUnderstand departmental policies and sales procedures/processes to be able to assist the sales representatives as neededLiaison between sales and field operations to develop an excellent working relationship by resolving issues and effectively communicating changesPossess working knowledge of all part, pricing and discount information and effectively support customers and sales representativesReceive 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 installationsResponsible for ensuring an optimized scheduling backlog with field operationsResolve incoming communications regarding install cancellations and use sales techniques to reschedule appointments preventing falloutConduct outbound customer calls for confirming installation appointmentsCollaborate with other teams to streamline onboarding proceduresCommunicate with customers via phone, email, or SMS to answer questions and address concernsComplete required tasks to ensure accuracy with alarm permittingKnowledge, Skills and Abilities Required Empathetic listening skills to understand and relate to customer concernsAbility to identify and address customer issues effectivelyExcellent problem solving and time management skillsFamiliarity with underwriting guidelines and principlesCollaborative mindset to work with cross-functional teamsMaintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discountsAbility to convey complex information in a clear and concise mannerMust be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiriesDemonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over timeMust be self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standardsMust be able to maintain a professional presence and represent the company favorablyUnderstand 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 prioritiesOther Experience Required High school diploma required, some college preferredPrevious 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.#LI-JL1
Created: 2024-07-07