Customer Retention Representative

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

* Saturday availability is required.

Job Summary

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.

Key Performance Indicators

* Save Rate & Revenue Retention - Effectively retaining customers through strategic solutions.

* Saves Per Call Conversion - Demonstrating strong negotiation and problem-solving abilities.

* Productivity Metrics - Adherence to schedule, call utilization, and efficiency in addressing customer needs.

* Customer Satisfaction - Ensuring a positive experience that builds long-term loyalty.

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to meet each essential duty satisfactorily. Responsibilities include, but are not limited to:

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.

CANDIDATE SUMMARY

Required Experience

* 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

Required Traits and Characteristics

* 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.

Formal Education, Qualifications or Training

* High School Diploma

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

to read more about our Total Rewards Program which includes:

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…