Customer Experience & Retention Specialist

Certus Pest Inc. • Egypt Lake-Leto, FL

5d

About The Position

This role exists to reduce churn, drive incremental revenue, and improve customer lifetime value through proactive, high-touch engagement. The purpose is to protect and grow company revenue by retaining customers, recovering outstanding balances, and converting service recovery interactions into renewed commitments.

Requirements

• 2+ years of customer service experience.
• Proven success in customer retention, escalations, or collections environments.
• Proficiency in CRM systems and Microsoft Office tools.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed