Retention Specialist

Description:

The Retention Specialist is responsible for helping reduce customer cancellations and maintain recurring revenue by understanding customer concerns, resolving service issues, and providing appropriate solutions that encourage customers to continue their pest control services.

Working Monday through Friday, 8:00 AM5:00 PM and rotating Saturdays during business peak season , the Retention Specialist communicates with customers who are considering canceling, identifies the reason for the cancellation, and determines whether the concern can be resolved through service adjustments, scheduling changes, technician reassignment, or other company-approved solutions.

Key Responsibilities

? Handle customer cancellation and retention requests by phone, email, and other approved channels.

? Identify and understand the customer's reason for wanting to cancel.

? Resolve customer concerns and provide appropriate retention solutions.

? Clearly communicate the value and benefits of continued pest control services.

? Use approved retention offers and company policies appropriately.

? Coordinate with Customer Service, Planning, Operations, Technicians, Billing, and Management to resolve issues.

? Accurately document customer interactions, cancellation reasons, retention efforts, and outcomes.

? Complete required customer follow-ups.

? Identify recurring customer concerns and communicate trends to management.

? Maintain a professional, empathetic, and solution-focused approach during difficult conversations.

? Meet established goals for retention, quality, productivity, customer satisfaction, and documentation accuracy.

Preferred Qualifications

? Previous pest control industry experience.

? Previous customer retention or cancellation-save experience.

? Call center experience.

? Sales or consultative sales experience.

? Experience working with recurring-service customers.

? Experience working with CRM systems.

? Strong understanding of customer lifetime value and recurring revenue.

? Demonstrated history of meeting or exceeding retention or customer service goals.

Minimum Qualifications

? High school diploma or equivalent preferred.

? 12 years of customer service, call center, sales, account management, or retention experience preferred.

? Pest control industry experience is preferred but not required.

? Experience handling difficult customer conversations is preferred.

? Experience using CRM or customer account management systems preferred.

? Basic computer proficiency required.

? Ability to learn company-specific pest control services and procedures.

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