Customer Retention Representative

Terminix•Phoenix, AZ

2d•Onsite

About The Position

The Customer Retention Representative is responsible for engaging with customers at risk of cancellation, understanding their concerns, and deploying tailored solutions that reinforce the value of our services. This role is ideal for individuals who thrive in a performance-based environment and are motivated by high earning potential, problem-solving, and customer advocacy. The specialist will handle inbound and outbound retention efforts, utilizing negotiation techniques, problem-solving skills, and personalized service to strengthen customer relationships and prevent churn.

Requirements

1-2 years of experience in customer retention, sales, or customer service preferred.
Strong persuasion, negotiation, and problem-solving skills.
Ability to handle escalated customer concerns and deliver effective solutions.
Comfort working in a performance-driven environment with incentive-based earnings.
Proven ability to maintain professionalism and empathy in high-pressure situations.
Time management skills and ability to adhere to schedules reliably.
Proficiency in utilizing customer relationship management (CRM) tools and tracking systems.
Ability to effectively make outbound calls, take inbound calls using a dialer and or manually
Ability to use computer systems to navigate collections database effectively
Effectively use skills and tools to locate, contact and resolve delinquent debts
Outstanding communication skills with the ability to achieve one-call resolutions for customers.
Strong work ethic, personal accountability, and the ability to maintain sound judgment under pressure.
High emotional intelligence with a customer-first mindset.
Ability to build and maintain trusting relationships with customers and internal stakeholders.
High School Diploma

Responsibilities

Proactively engage with customers at risk of canceling, understanding their pain points, and crafting compelling solutions that drive long-term retention.
Utilize advanced negotiation techniques to reinforce our value proposition and resolve customer concerns effectively.
Maintain deep knowledge of our products, services, and competitive landscape to provide best-in-class customer solutions.
Collaborate with internal teams (Customer Experience, Sales, Operations) to ensure a seamless retention process.
Provide superior customer service through phone, email, and text communications.
Handle advanced residential billing and service concerns with professionalism and efficiency.
Accurately update and maintain customer records as needed.

Benefits

Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Savings and Retirement
401(k) retirement plan with company-matching contributions
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility