Customer Success Specialist in Jacksonville, Florida at SafeTouch LLC

Customer Success Specialist (Retention)

SafeTouch Security | $19–$24 per hour + performance-based incentives | Full-time

Help customers stay protected. Build lasting relationships. Make an impact.

For more than 30 years, SafeTouch Security has helped protect homes and businesses with trusted security solutions. We’re looking for a customer-focused, results-driven professional who knows how to turn customer concerns into positive experiences and keep valuable relationships strong.

As a Customer Success Specialist, you’ll work directly with existing customers to resolve concerns, prevent cancellations, identify opportunities to enhance their security services, and help ensure they continue to see value in SafeTouch. If you enjoy solving problems, building rapport, and achieving measurable results, this could be the opportunity for you.

What You’ll Do

• Keep customers coming back. Build strong relationships, identify concerns early, and proactively address issues that could lead to cancellations.
• Turn challenges into solutions. Listen to customer needs, resolve service concerns, and find opportunities to strengthen customer satisfaction and loyalty.
• Drive retention and account growth. Present appropriate retention offers, discuss service upgrades, and identify opportunities to expand existing accounts.
• Manage cancellation requests. Explore alternatives, negotiate within established guidelines, and work to preserve customer relationships and recurring revenue.
• Support customer success. Help customers understand their security systems and services, answer questions, and communicate relevant product and service updates.
• Partner across teams. Coordinate with internal departments to resolve issues and ensure timely follow-through.
• Handle accounts professionally. Address past-due balances, support collection efforts, and balance payment resolution with customer satisfaction.
• Keep accurate records. Document customer conversations, account activity, retention efforts, and resolutions.

What You’ll Bring

• High school diploma or equivalent.
• At least one year of experience in customer retention, inside sales, account management, collections, or a related customer-facing role.
• Strong communication and customer service skills, with the ability to handle difficult conversations professionally.
• Negotiation, problem-solving, and conflict-resolution skills.
• The ability to recognize customer needs, address objections, and identify practical solutions.
• Confidence navigating multiple software applications while speaking with customers.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities.
• Basic knowledge of the security alarm industry; Salesforce experience is a plus.
• Bilingual skills are a plus.
• Ability to work independently and collaboratively in a fast-paced environment.
• Successful completion of required drug screening and background check.

What We Offer

• Competitive hourly pay of $19–$24, plus performance-based incentives.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Opportunities for professional development and career growth.
• The opportunity to make a direct impact on customer satisfaction, retention, and business results.

Position Details

• Schedule: Full-time, with availability between 8:00 AM and 6:00 PM, Monday through Friday, and occasional Saturdays as business needs require.
• Location: Corporate office.
• Travel: None.
• Reports to: Director, Inside Sales and Customer Success.

Join the SafeTouch Team

At SafeTouch Security, our employees are at the heart of our success. We value people who take ownership, solve problems, and make a difference for our customers. If you’re ready to put your customer service and relationship-building skills to work, we’d love to hear from you.

SafeTouch Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.