Customer Care & Retention Representative

Hours 9-6 - Must pass a credit, criminal, & drug screening ~ $20.00-$22.00

Customer Care & Retention Representative

Professional Job Description

Position Summary

The Customer Care & Retention Representative serves as a frontline ambassador for our company, responsible for delivering exceptional customer experiences while protecting recurring monthly revenue (RMR) through customer retention, service support, and account management. This role supports residential and small business customers by resolving billing inquiries, account changes, alarm permit support, service-related questions, and retention conversations. The ideal candidate is customer-focused, highly organized, detail-oriented, and capable of managing multiple systems in a fast-paced environment.

Key Responsibilities – Customer Care & Account Management

• Respond to inbound customer calls and inquiries in a professional, solutions-oriented manner.

• Assist customers with account changes including names, passwords, phone numbers, addresses, emergency contact updates, and account profile modifications.

• Provide assistance with alarm permits and local registration requirements.

• Assist customers with service-related inquiries and coordinate internal escalations when necessary.

• Educate customers on our products, monitoring services, and customer account features.

Customer Retention & Revenue Protection

• Handle cancellation requests using a customer retention mindset.

• Identify opportunities for service upgrades, enhanced protection, and contract renewals.

• Present approved retention offers, incentives, or service modifications when appropriate.

• Identify upsell opportunities and coordinate with sales teams.

Billing & Administrative Support

• Answer billing-related questions and process customer payments accurately.

• Assist with insurance certificates and customer documentation requests.

• Maintain accurate customer records and detailed account notes within company database.

• Ensure documentation accuracy and compliance with internal procedures.

Digital Support & Communication

• Respond to website chat inquiries and digital communications within required service levels.

• Support overflow reception responsibilities and route calls appropriately.

Cross-Functional Support

• Partner with Inside Sales, Operations, Monitoring, and Service departments to resolve customer issues.

• Assist with overflow support as business needs require.

• Participate in ongoing training and process improvement initiatives.

Core Competencies

• Professional communication

• Customer empathy

• De-escalation and conflict resolution

• Problem-solving

• Attention to detail

• Accountability

• Adaptability

• Team collaboration

• Time management and multitasking

Minimum Qualifications

• 2–5 years of customer service, customer care, retention, inside sales, front desk or call center experience.

• Strong verbal and written communication skills.

• High attention to detail and organization.

• Ability to manage multiple systems.

• Intermediate proficiency in Microsoft Office (Excel, Word, Outlook).

• Ability to maintain professionalism during escalated customer interactions.

Preferred Qualifications

• Experience in electronic security, alarm monitoring, telecommunications, utilities, or subscription-based service industries.

• Experience with customer database software, billing platforms, or monitoring software.

• Customer retention or save-program experience.

Technology & Systems Expectations

Must be comfortable working across database software systems, billing software, monitoring/account management systems, Microsoft Office applications, chat platforms, and web-based customer support tools.