Customer Success Specialist (Retention)

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: • Build and maintain strong, long-lasting relationships with existing clients in the integrated security sector. • Develop and implement strategies to increase customer retention rates and minimize churn by addressing customer needs, concerns, and satisfaction levels. • 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. • 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. • Work closely with other internal teams to ensure seamless service delivery and address customer concerns effectively. • Keep customers informed about new products, service updates, and technological advancements relevant to their integrated security systems. • Negotiate agreement terms and potential upgrades, and make appropriate offers regarding account cancellations and/or transfer requests. • Accurately manage customer requests via email, calls, and sales leads while following through to full completion. • Work within the guidelines and perimeters of the cancellation process to retain customers. • Collect on accounts while ensuring customer satisfaction and continued service with SafeTouch. • Document all customer interactions and steps taken with their accounts. • Daily scanning, filing, and organizing of customer account files. • Other duties as business needs require. Requirements: • High school diploma or equivalent. • Minimum of one year of experience in customer service or related. • General knowledge of the security alarm industry. • Strong computer applications skills with MS Office; Salesforce experience is a plus. • Quickly navigate through different software programs while talking with customers. • Superior customer service skills and communication etiquette. • Excellent problem-solving and people management skills. • Demonstrated negotiations or collections experience. • Effectively multi-task, pay attention to detail, and remain organized. • Work independently and as part of a team in a fast-paced environment. • Pass a drug screen and background check. • Bilingual is a plus. Physical Requirements: • Remain seated at a desk, stand, or move from place to place for extended periods. • Occasionally move light objects. • Observe details at close range. • Take notes, operate technology, and present information. • Read documents and presentations using electronic devices and hard copy materials while interacting with others. • Exchange accurate information in person, over the phone, in writing, and electronically. • 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: • Competitive pay with performance-based incentives • Comprehensive benefits package (medical, dental, vision) • 401(k) with match • Paid time off and holidays • 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.