Customer Retention Manager
Rocket Pest Control•Tampa, FL
•Onsite
About The Position
Rocket Pest Control is hiring a Customer Retention Manager to lead our call center retention team and reduce customer churn across a recurring service base. You will own retention performance, build and run cancellation prevention ("save" programs, and use data - plus emerging AI tools - to proactively identify at-risk customers, improve the customer experience, and increase lifetime value.
Requirements
- High School diploma or equivalent.
- 3-5 years of experience in customer retention, call center management, or customer success
- 2+ years of supervisor/team lead experience (coaching, performance management, scheduling/workforce coordination, and managing attendance/productivity/quality)
- Strong analytical skills with the ability to turn customer data into actionable improvements
- Excellent written and verbal communication; professional, results-oriented and team focused
- Working knowledge of Microsoft Word, Excel, and Outlook required.
- Familiarity with call center technologies and scheduling/workforce tools
- Ability to navigate multiple systems simultaneously while monitoring team performance.
- Strong problem-solving, decision-making, and data interpretation skills.
- Ability to analyze call metrics, quality results, and performance trends.
- Reliable transportation; ability to pass a criminal background check and pre-employment drug screen
Nice To Haves
- experience in recurring service industries (e.g. pest control, lawn care, HVAC, home services)
Responsibilities
- Lead & coach a team retention/customer service representatives
- Own retention results: churn/cancellation rate, save rate, CSAT/NPS, and call conversion
- Build playbooks: scripts, objection handling, and call flows that consistently save customers
- Use analytics & AI (predictive churn, sentiment/call analytics, automation) to drive continuous improvement
- Collaborate cross-functionally with Operations, Sales, and Marketing to address churn drivers
- Manage, coach, and develop a team of retention specialists; set clear expectations, KPIs, and quality standards
- Monitor calls, provide real-time coaching, and conduct performance reviews to improve outcomes
- Create schedules and ensure adequate coverage during peak periods
- Design, implement, and continuously refine structured customer "save" programs for cancellation requests
- Develop scripts, objection-handling frameworks, and call flows that improve save rate and customer experience
- Analyze cancellation drivers (price, service quality, frequency, competition) and recommend solutions
- Oversee escalated complaints and service recovery; ensure timely follow-up for at-risk customers
- Partner with Operations/Branch leaders to resolve recurring service issues and reduce early-life churn
- Track and report retention metrics (churn, cancellation, save rate, conversion, CSAT/NPS); build dashboards and present insights to leadership
- Leverage AI-enabled tools (predictive churn, call sentiment analysis, automation) to improve segmentation, scripting, and efficiency
- Support win-back and loyalty efforts, including targeted outreach for high-value or at-risk accounts and identifying upsell/cross-sell opportunities
Benefits
- 8 Company-paid Holidays per year
- Earn up to 10 Days of Paid-Time Off per year, that increases with tenure
- Company-Paid group life insurance, Short-Term Disability
- Medical, Dental, and Vision plans
- Retirement Plans with Company match including 401k up to 5%
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
