Customer Relations Specialist

About the Company

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.

Responsibilities

• Manage customer requests for service cancellations and attempt retention through effective problem resolution
• Clearly explain security system monitoring services, agreements, and contract terms
• Address and resolve customer concerns including billing issues, false alarms, and equipment performance
• Serve as a point of contact for escalated customer concerns or dissatisfaction
• Coordinate with internal teams such as service technicians, monitoring center, billing, and sales
• Ensure proper and compliant processing of alarm system cancellations and account updates
• Document customer interactions, cancellation reasons, and retention outcomes in CRM systems
• Identify trends in customer cancellations and provide feedback to improve service and processes
• Reinforce the value of alarm monitoring and security services to customers

Requirements

• High school diploma or equivalent required
• 1–3+ years of experience in customer service, retention, call center, or account management
• Strong verbal and written communication skills
• Ability to handle difficult conversations and de-escalate customer concerns
• Proficiency in Microsoft Office or similar systems
• Experience using CRM systems like Zoho is preferred
• Basic knowledge of alarm/security systems or monitoring processes is a plus