Customer Success Specialist (Retail Loss Prevention)

$66,560 - $66,560/Yr

Alto Agency - Oakland, CA

Full-time - Entry Level

Remote - Oakland, CA

Administrative and Support Services

About the position

The Customer Success Specialist (CSS) at ALTO US plays a vital role in enhancing retail safety and addressing theft through a hands-on, field-based approach. This position serves as the primary contact for an assigned district of stores, collaborating with local law enforcement and the ALTO legal team to create safer communities. The CSS is responsible for building relationships with retailers, managing criminal activity reporting, and supporting asset protection policies.

Responsibilities

• Build collaborative relationships with peers and clients including retailers, law enforcement, and prosecutors.
• Drive store reporting of criminal activity utilizing the client's reporting system and/or the ALTO app.
• Demonstrate support for the client's Asset Protection policies and procedures.
• Visit multiple stores per day/week to build strong relationships with store management, collect police reports, evidence, and CCTV footage.
• Serve as the reliable point of contact for assigned clients/stores to establish a strong business relationship.
• Act as the liaison between stores, customer AP/LP Team, and the ALTO Legal Team, following up on all active cases/events.
• Follow up on all external theft/criminal investigations and assist in case building of habitual offenders.
• Assist Legal Team and Law Enforcement partners with coordinating photo line-ups and evidence collection as needed.
• Lead Store Safety Partnership Meetings with Law Enforcement for assigned stores.
• Interact with multiple levels of retailers Operations and AP/LP Leadership on a continuous basis.
• Provide in-person training on our technology platform.
• Assist leadership in implementation and rollouts of special projects as needed.

Requirements

• Associate degree and/or a minimum of one year of retail customer service experience.
• Self-driving work ethic with a focus on precision and details.
• Dynamic, high-energy personality with a passion to serve clients.
• Excellent presentation and communication skills.
• Ability to build partnerships and enjoy working with others.
• Dependable transportation and valid Driver License required.
• Must successfully obtain the ALTO reimbursed Loss Prevention Qualified (LPQ) certification within the first year of employment.

Nice-to-haves

• Loss Prevention / Asset Protection / Investigative experience is of value but not required.
• Strong computer skills including Microsoft Word, Excel, PowerPoint, Outlook/Email.

Benefits

• 100% coverage for Employee's Medical, Dental, and Vision
• Retirement Savings - 401K plus employer matching
• Short and Long Term Disability
• Life Insurance
• Generous vacation, holidays, and family leave benefits
• Mobile phone reimbursement plan
• Mileage reimbursement per IRS guidelines
• Work from Home Reimbursement