Customer Retention Specialist

Role Overview

ABF Security is a locally owned and operated provider of residential and commercial security solutions. The Customer Retention Specialist is responsible for retaining customers by addressing concerns, managing disconnect requests, and ensuring customers fully understand and receive value from their alarm monitoring and security services.

What You Will Do

Manage customer requests for service cancellations, clearly explain security system monitoring services, address and resolve customer concerns, serve as a point of contact for escalated customer concerns, and coordinate with internal teams to resolve issues.

Why It Might Be a Fit

The ideal candidate will have strong communication skills, the ability to de-escalate challenging situations, and a commitment to delivering exceptional customer service while protecting recurring revenue.

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 1–3+ years of experience in customer service, retention, call center, or account management
• Experience in security, alarm monitoring, or service-based industries preferred