Customer Service & Retention Specialist Southern Alarm & Security (Southern Burglar Alarm Company, Inc.)

Location:

Hendersonville / Asheville, NC (with support across Franklin, NC and Myrtle Beach, SC branches)

Reports To:

Office Manager /

Operations Manager Employment Type:

Full-Time About Us Southern Alarm & Security has protected homes and businesses across Western North Carolina and the Grand Strand for over 90 years. As a licensed fire alarm and low-voltage security contractor, we take pride in building lasting relationships with our customers — and this role is central to that mission. Position Summary The Customer Service & Retention Specialist's primary responsibility is supporting the service department by answering in-bound customer calls, ensuring customers are helped promptly and routed or resolved appropriately. In addition to this core function, the role also carries proactive retention outreach, new customer onboarding, and recurring revenue auditing duties — reaching out to customers about testing and service needs, welcoming new customers after installation, and helping ensure billing accuracy. This is a great opportunity for someone organized, personable on the phone, and comfortable working with both people and data. Key Responsibilities Service Department Support (Primary Responsibility) Answer in-bound customer calls for the service department, routing or resolving them as needed Retention & Proactive Customer Outreach (Secondary Responsibility) Place outbound calls to customers whose fire or security equipment is past due for required testing or inspection Follow up with customers experiencing equipment issues or troubleshooting concerns to schedule service proactively Identify at-risk accounts and work to resolve concerns before they lead to cancellation Document all customer interactions accurately in the company's CRM/service management system New Customer Onboarding (Secondary Responsibility) Send personalized welcome emails to customers following new system installations Include how-to videos and reference materials so customers understand how to use their new equipment (panels, apps, cameras, access control, etc.) Serve as an early point of contact to ensure new customers feel supported and confident in their system Recurring Revenue (RMR) Auditing (Secondary Responsibility) Regularly audit recurring billing accounts to confirm customers are being invoiced correctly for monitoring and services rendered Cross-check active service agreements against billing records to identify discrepancies (over-billing, under-billing, lapsed services still being charged, etc.) Report and help resolve billing errors in coordination with the accounting/administrative team Maintain accurate records of account status changes (upgrades, cancellations, equipment changes) that affect billing Qualifications High school diploma or equivalent required Prior customer service or call center experience a plus, but not required Comfortable making outbound phone calls and handling occasional difficult conversations professionally Strong attention to detail, especially when working with billing/account data Basic proficiency with email, spreadsheets, and CRM or office software (training provided) Clear, friendly communication skills — written and verbal Reliable, organized, and able to manage multiple ongoing tasks What We Offer Paid training on our systems, products, and processes Growth opportunities within a stable, 90+ year old company Supportive team environment across multiple branch locations 100% employer-paid health insurance premium 50% company-paid dental insurance premium 401(k) with company match Optional additional insurance benefits available Paid time off (accruing): 5 days vacation and 5 days sick per year; 2 weeks vacation after 3 years of service; 3 weeks vacation after 10 years of service Southern Alarm & Security is an equal opportunity employer.

Pay:

$19.00 - $23.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Work Location:

In person