Retention Specialist

About This Role

This customer-focused role at Native Pest Management involves handling customer complaints and working to prevent service cancellations. The Retention Specialist will rebuild and reinforce positive relationships with valued customers, making it suitable for a professional with exceptional customer service and communication skills who can handle difficult situations with tact.

Responsibilities

• Handle customer complaints and concerns regarding services
• Work with customers to find solutions to their issues by using problem-solving skills to identify and address the root causes of customer complaints
• Collaborate with other departments to resolve customer issues and improve the overall customer experience
• Monitor customer accounts to identify potential issues that could lead to service cancellations
• Develop and implement strategies to improve customer retention rates
• Maintain accurate records of customer interactions and issue resolutions
• Display effective communication via multiple platforms directly with the customer
• Pro-actively reach out to clients to identify and address any concerns early in their customer experience with the company
• Assist in identifying trends in cancellation data

Requirements

• High school diploma or equivalent
• At least 2 years of experience in a retention-focused role
• Experience in a call center or similar environment strongly preferred
• Strong communication and interpersonal skills
• Must be able to type at a minimum of 40 words per minute
• Ability to work independently and as part of a team
• Excellent problem-solving skills
• Ability to handle difficult situations with professionalism and tact
• Proficient in Google Workspace and customer relationship management (CRM) software
• Bilingual in English/Spanish is a plus but not required
• Employment requires current eligibility to legally work in the United States

Benefits

• Health, Dental, Vision and Life Insurance (80% of individual-only premiums covered, 60% for dependents for health, dental, and vision; life insurance at no cost)
• Employee Assistance Program (EAP) with 24/7 access and app support, providing resources for managing stress, mental health, financial guidance, and other life events for employees and their immediate family
• 401k with up to 4% company matching
• 2 weeks of paid time off in your first year
• 6 paid holidays
• 1 paid floating holiday
• Bonus/commission opportunities
• Paid training program
• Company-paid licensure