Retention Specialist

Native Pest Management • Tallahassee, FL

1d

About The Position

Native Pest Management is seeking a highly motivated and customer-focused Retention Specialist to join their customer service team. The Retention Specialist will be responsible for handling customer complaints and working towards avoiding service cancellations. The ideal candidate will have exceptional customer service skills, strong communication skills, and the ability to handle difficult situations with professionalism and tact. This role requires someone who can rebuild and reinforce positive working relationships with valued customers.

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
• Current eligibility to legally work in the United States

Nice To Haves

• Bilingual in English/Spanish is a plus but not required

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

Benefits

• Health, Dental, Vision and Life Insurance. We cover 80% of the individual-only premiums (60% for dependents) for health, dental, and vision and offer life insurance at no cost to you!
• Employee Assistance Program (EAP): As part of our commitment to your well-being, we offer you and your immediate family access to an EAP with resources for managing stress, mental health, financial guidance, and other life events. This program has 24/7 access with app support.
• 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 that includes bonus/commission opportunities!
• Paid training program and company-paid licensure
• Employee Discounts
• Employee Referral Bonus ($2,000)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED