Customer Support Advisor
CPI Security
$40,000 - $50,000 / year
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Description
CPI Security, a leader in the security and automation solutions industry, is looking for a Customer Support Advisor to join our growing team at our headquarters in Charlotte, NC! CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.
What You'll Do:
In this role, you’ll be empowered to make decisions, communicating directly with customers to answer account inquiries, diagnose and resolve security system related issues with home automation and video products in order to provide customers with a satisfactory resolution to ensure complete satisfaction. When you become a Customer Support Advisor at CPI Security, you join an energetic group of people dedicated to making every day safer for our community and our customers. If you’re an experienced customer service professional, enjoy solving problems and keeping customers happy, and want a career with purpose, this opportunity is for you.
Responsibilities
- Respond to and resolve customer questions and requests on various items such as: equipment, company policies, customer contracts, system operation and maintenance, monitoring service, billing, and account inquiries
- Provide exceptional customer support and communicate through various platforms such as: phone, text, web chat, and e-mail
- Effectively communicate CPI Security’s value, products, and services to customers and utilize upselling techniques to meet customers’ needs
- Apply appropriate troubleshooting methods and techniques in resolving challenges while documenting all actions taken and following up to ensure satisfactory resolution
- Perform alarm system downloads to ensure programming of alarm systems
- Assist field technicians with signal feedback, testing, and general customer account information needs
- Act as brand ambassador while setting the example of our people-first culture as you work with customers on completing customer satisfaction surveys
What’s In It For You!
- $40,000 - $50,000 average annual compensation
- Ongoing specialized, paid training and career growth opportunities.
- Great medical, dental, vision, short- & long-term disability and life insurance options, PTO and 401(k) plan with company match
- Eligible for free monitored security system after 90 days
- Talk about perks! An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director
What We're Looking For:
- High school diploma or equivalent
- Minimum 2 years customer service experience, technical support experience preferred
- Phone-based support skills preferred
- Advanced typing and computer skills
- Thrive in a busy, fast-paced work environment
- A self-starter who can operate independently, within a team environment
About this role
CPI Security is seeking a Customer Support Advisor to handle the full range of customer interactions for a major security and automation provider. You'll respond to inquiries across phone, chat, email, and text—covering everything from billing and account questions to troubleshooting home automation and video systems. The role requires you to diagnose and resolve issues independently, perform alarm system downloads, document your work thoroughly, and follow up to confirm customer satisfaction. You'll also support field technicians and help drive upselling opportunities where appropriate.
This position suits someone with at least two years of customer service experience who works well under pressure and can shift between multiple communication channels without losing focus. Technical support background is a plus, as is strong typing and computer proficiency. The company emphasizes a people-first culture and expects you to represent that ethos in every customer interaction, including participation in satisfaction surveys.
The role is based in Charlotte at CPI Security's headquarters and requires in-office work. Compensation ranges from $40,000 to $50,000 annually, with paid training, standard benefits including medical and dental coverage, 401(k) matching, and PTO. After 90 days you become eligible for a free monitored security system. The office itself offers an on-site café, fitness facility with a dedicated director, basketball court, and walking trail.
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Pay for this role
$40,000 to $50,000 per year
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