Retention Specialist

Job Description

Retention Specialist

Summary:

The Customer Retention Representative is responsible for maintaining the current customer base. This position manages all aspects of customer cancellations, handling escalated accounts, analyzing services, and pricing our customers are receiving and collaborating with all departments to ensure our customers are satisfied.

• Understanding a customer's needs when it comes to cancelling and being able to overcome objections.
• Interacting with customers via telephone or email to provide support and information on products or services.
• Maintaining customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Fielding customer questions and complaints, and forwarding to the assigned specialist or appropriate staff member when the issue is beyond the representative’s knowledge.
• Planning logistics and routing service technician schedules.
• Having a knack for outside‑the‑box thinking and a love of problem solving & creativity.
• Communicating closely with the field team, managers, sales team, and other departments.
• Educating customers on service plans, minor pest knowledge, and general information on Killingsworth.
• Taking the initiative to problem‑solve, research, investigate, and come up with solutions for both customers and teammates’ creative fashions.
• Utilizing and becoming familiar with technology new and old.
• Using Microsoft Teams, Outlook, Office, Pest Pac, and many other programs that are crucial to Sales Processes.

• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• 1‑2 years Customer Service experience.
• Ability to work Saturday rotation from 10am‑2pm (will have a day off during the week if scheduled).
• Ability to multi‑task and thrive in a fast‑paced environment.
• Ability to effectively manage your time, prioritize multiple tasks, and maximize performance while remaining customer focused.
• Strong verbal and written communication skills.