Customer Relations Specialist

ABF Security is a locally owned and operated provider of residential and commercial security solutions dedicated to protecting homes, businesses, and families. Through advanced security, fire, and life-safety technologies, we help safeguard what matters most and provide peace of mind when it matters most. Our mission is simple: protect property, prevent loss, and help save lives.About the roleWe are seeking a proactive and customer-focused Customer Relations Specialist to join our ABF Team. This role 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.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.What you'll doManage customer requests for service cancellations (disconnects) and attempt retention through effective problem resolutionClearly explain security system monitoring services, agreements, and contract termsAddress and resolve customer concerns including billing issues, false alarms, and equipment performanceServe as a point of contact for escalated customer concerns or dissatisfactionCoordinate with internal teams (service technicians, monitoring center, billing, and sales) to resolve issuesEnsure proper and compliant processing of alarm system cancellations and account updatesDocument customer interactions, cancellation reasons, and retention outcomes in CRM systemsIdentify trends in customer cancellations and provide feedback to improve service and processesReinforce the value of alarm monitoring and security services to customersQualificationsHigh school diploma or equivalent required; associate or bachelors degree preferred13+ years of experience in customer service, retention, call center, or account managementExperience in security, alarm monitoring, or service-based industries preferredSkills & CompetenciesStrong verbal and written communication skillsAbility to handle difficult conversations and de-escalate customer concernsExcellent problem-solving and critical-thinking abilitiesDetail-oriented with strong organizational skillsAbility to explain contracts, billing, and technical information clearlyCustomer-focused mindset with a passion for helping and retaining clientsAbility to multitask and manage high call or case volumesStrong teamwork and collaboration skillsCommitment to compliance, accuracy, and customer safetyAbility to maintain professionalism in high-pressure situationsTechnical SkillsExperience using CRM systems (Zoho, service platforms, etc.) preferredBasic knowledge of alarm/security systems, monitoring processes, or related technologies is a plusProficiency in Microsoft Office or similar systemPI24d33c632afb-26289-40915565