What are the responsibilities and job description for the Customer Retention Specialist position at Securitas Electronic Security?
Securitas Electronic Security, Inc. (SES) is a division of Securitas AB, the largest protective services provider in the world with over 370,000 Securitas Heroes across the world.
SES offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the SES Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.
We are looking for a people-oriented Client Success Specialist who is tech savvy and willing to learn the industry. You will be the main point of contact for retention efforts/sales for our small business and residential markets. You must be comfortable making dozens of calls per day and carrying professional conversations, while multi-tasking in Windows applications.
Job Responsibilities & Essential Functions
- Manage a pipeline of cancellation requests to promptly resolve or complete.
- Answer phone calls and respond to emails immediately with a positive attitude and a desire to help our clients and sustain our business
- Follow suggested scripts or best practices provided to all client success specialists.
- Build rapport with customers through friendly, engaging communication.
- Quick learner with back end systems, product knowledge, de-escalation techniques, and pipeline management.
- Strong time management and organizational skills are a must
- Assesses competitors by analyzing and summarizing competitor information and trends; identifying retention opportunities.
- Demonstrates follow through on all communications to both internal and external customers, with a high sense of urgency.
- Participates in industry educational activities to ensure the adoption of best practices.
- Performs other duties as assigned.
- Attendance is an essential job function.
Minimum Requirements
- High School diploma / GED required
- Electronic security experience strongly preferred
- Broad range of computer skills including, but not limited to, Microsoft products, alarm dispatching software, and phone systems
- Proven ability to work in a team-oriented environment
- Previous customer retention, customer engagement, and customer satisfaction experience preferred
Complexity of Work/Experience:
- Requires critical thinking skills, communication skills, and technical skills.
- Must possess the ability to work in a fast-paced environment, multi task, and prioritize.
- Proven written and verbal skills
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
