About Us
5 North Media, a family-owned and operated affiliate of Mood Media, has been a trusted provider of media and branding solutions since 1979. Based in San Diego, we specialize in end-to-end services, including music, messaging, digital signage, commercial television, drive-thru equipment, scent marketing, and state-of-the-art audio/video systems. Our commitment to honesty, professionalism, and exceptional service has been the cornerstone of our success. We pride ourselves on building lasting relationships with our clients and helping businesses of all sizes connect and communicate more effectively with their customers.
About the Role
We are seeking a proactive and relationship-driven Client Relations & Retention Specialist to join our team. This role is centered around client satisfaction, retention, and long-term account stability.
You will serve as the primary point of contact for clients — managing inquiries, addressing concerns, handling cancellation requests, coordinating billing questions, and working to retain and recontract accounts. This position requires someone who is confident in navigating challenging conversations, committed to learning our services in depth, and motivated to strengthen client relationships while identifying opportunities for growth.
Key Responsibilities
Client Support & Retention
Serve as the main point of contact for client inquiries, service requests, and account concerns.Manage cancellation requests with a retention-first mindset, working to understand concerns and offer solutions.Lead renewal and recontracting efforts for existing customers.Proactively maintain consistent communication to strengthen client relationships and prevent churn.Provide thoughtful follow-up to ensure client satisfaction and long-term partnership.Product Knowledge & Account Growth
Develop a comprehensive understanding of all company services and offerings.Provide product education and training to clients so they fully understand and utilize their services.Identify opportunities to enhance or expand services within existing accounts.Introduce new services and solutions that align with client needs.Billing Coordination & Collections Support
Work closely with the administrative department to address billing inquiries and account discrepancies.Assist in resolving invoice questions and ensuring accurate account records.Participate in collections efforts by following up on past-due balances in a professional and solution-oriented manner.Maintain clear communication with clients regarding payment expectations and account status.Internal Collaboration & Organization
Maintain accurate CRM records of all client interactions and account updates.Coordinate with internal teams to ensure smooth service delivery and issue resolution.Support cross-departmental communication to ensure clients receive consistent information and service.Qualifications
2+ years of experience in client relations, account management, retention, or inside sales.Experience handling cancellation conversations and resolving client concerns.Comfortable discussing billing matters and following up on outstanding balances.Strong communication skills with the ability to navigate difficult conversations professionally.Highly organized and capable of managing multiple accounts.Proficiency in CRM systems.Self-motivated, detail-oriented, and eager to learn complex service offerings.Our growing business has an immediate opening for a field service technician. Successful candidate will have background in troubleshooting and installing low voltage electrical, A/V cabling and IT knowledge. Experience working with high-end integrated systems that include sound systems installation and service, media rooms, and camera systems will be a plus.
Responsibilities
Audio Video Installation Technician is responsible for the installation and support of complex audio/video systems in a variety of customer environments.Candidate with skills and abilities to install, diagnose and service audio video equipment. The ability to work independently or as part of a team to install and troubleshoot AV systems is required.
Qualifications
Successful candidates will demonstrate:
2 to 5 Years of experience in residential or commercial Audio Video installationAbility to successfully troubleshoot, problem solve and come up with creative solutionsSelf motivation and the ability to see a job through from beginning to endKnowledge and experience with low-voltageProfessional demeanor and clean work appearanceExcellent client interaction/relationship skillsAbility to work well individually as well as with a teamMore importantly a desire and drive to learn new products and systems.Proficient in cable management.CTS Certified a plus
License/Certification:
Driver's License (Required)
Work Location:
In person
Schedule:
This is a full-time position with occasional overtime. Most work is performed Monday thru Friday from 8-5 with the potential for evening and weekend work.After hours and weekend rotating On Call schedule
Willingness to travel:
Ability to travel up to 50% of the time
Additional Considerations:
The work may involve some heavy lifting and carrying of A/V equipment. You must also be comfortable climbing a ladder and working on a scissor lift. Also, candidates must have a valid driver's license and a clean driving record. Based on individual strengths and abilities.
Benefits:
401(k) matchingHealth insurancePaid time offCompany Description5 North Media, Mood San Diego, is a locally owned and operated affiliate of Mood Media. We specialize in media and branding solutions for all businesses. We offer end-to-end solutions for music, messaging, digital signage, commercial television, drive-thru equipment and maintenance programs, and scent marketing solutions. We design state of the art audio/video systems including sound systems, video wall design and implementation, Control Systems, and Board Room systems. Our affiliation with Mood Media connects us with the largest company-owned service network in North America, including 165 office locations and 450 highly trained technicians, we work with companies of all sizes to help them connect and communicate more effectively with their customers.
