Customer Care Specialist, Retention

Certus Pest Inc.•Egypt Lake-Leto, FL

About The Position

Protect and grow company revenue by retaining customers, recovering outstanding balances, and converting service recovery interactions into renewed commitments. The role aims to reduce churn, drive incremental revenue, and improve customer lifetime value through proactive, high-touch engagement. Success is measured by retaining 25–35% of customers contacting to cancel service; generating a monthly amount of retained or recovered revenue to be set by leadership; collecting 90% of assigned outstanding balances within 30 days; completing 95% of assigned outbound calls and follow-ups within SLA; resolving 95% of escalated retention cases within 24 hours; and maintaining 98% accuracy in CRM notes, disposition codes, and reporting. The role protects recurring revenue by reducing churn and recovering at-risk accounts, improves cash flow through timely balance collections, supports scalable growth by turning service recovery into sales opportunities, and strengthens customer trust through consistent, empathetic, solutions-focused experiences. It requires persuasive communication, a customer recovery mindset that balances empathy with firmness, and disciplined execution of high-volume outbound activity.

Requirements

2+ years of customer service experience.
Proven success in customer retention, escalations, or collections environments.
Proficiency in CRM systems and Microsoft Office tools.
Persuasive communication skills, including the ability to build rapport and navigate sensitive financial and cancellation conversations.
Ability to balance empathy with firmness when retaining customers and protecting company interests.
Strong follow-through and accuracy while managing high-volume outbound activity.

Nice To Haves

Experience in customer retention, revenue recovery, or collections roles.
Background in service-based or recurring-revenue businesses.
Experience partnering cross-functionally in fast-paced support or call-center environments.

Responsibilities

Own customer retention and cancellation recovery through effective service recovery conversations.
Generate incremental revenue through outbound scheduling of Healthy Home Inspections and balance collections.
Resolve escalated customer issues while preserving long-term customer relationships.
Execute outbound and follow-up workflows with accuracy, urgency, and professionalism.
Partner with Customer Care, Sales, Operations, and BOAs to ensure seamless service restoration and scheduling.
Retain 25–35% of customers contacting to cancel service.
Collect 90% of assigned outstanding balances within 30 days.
Complete 95% of assigned outbound calls and follow-ups within SLA.
Resolve 95% of escalated retention cases within 24 hours.
Maintain 98% accuracy in CRM notes, disposition codes, and reporting.