Retention Specialist
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Job Description
Retention Specialist within Native Pest Management handling customer complaints and improving retention rates in their pest control services. Seeking motivated candidates to enhance customer relationships.
Responsibilities:
- Handle customer complaints and concerns regarding our 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
- Displaying 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 our 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 is required
- 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
Benefits:
- Health, Dental, Vision and Life Insurance
- Employee Assistance Program (EAP)
- 401k with up to 4% company matching
- 2 weeks of paid time off in your first year, 6 paid holidays, and 1 paid floating holiday
- Competitive pay structure including bonus/commission opportunities
- Paid training program and company-paid licensure
- Employee Discounts
- Employee Referral Bonus ($2,000)
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