Customer Retention Specialist

As a Customer Retention Representative, you will be responsible for maintaining our 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. We are looking for a motivated and well-spoken individual to join our team and make sure our customers receive the best services our company has to offer.
What you bring to the table:

• Ability to work in a fast-paced and self-motivated environment.
• Exceptional verbal and written communication skills.
• Excellent telephone personality skills.
• Ability to show empathy and understanding in an escalated situation.
• Critical thinking to problem solve for customer base
• Communicate closely with the field team, managers, customer service, and other departments.
• Excellent organizational and time management skills to include account follow up.
• A knack for outside-the-box thinking and a love of problem solving & creativity.
• Assist your teammates and managers whenever needed.

Job Responsibilities:

• Understanding a customer needs when it comes to cancelling and being able to overcome objections.

• Interacts with customers via telephone or email to provide support and information on products or services.

• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

• Fields customer questions and complaints, when the issue is beyond the representative's knowledge, forwards to the assigned specialist or appropriate staff member.

• Logistical planning and routing or service technician schedules.

• A knack for outside-the-box thinking and a love of problem solving & creativity.

• Communicate closely with the field team, managers, sales team, and other departments

• Educate customers on service plans, minor pest knowledge, and general information on Killingsworth.

• Take the initiative to problem solve, research, investigate, and come up with solutions for both customers and teammates creative fashions

• Utilize and become familiar with technology new and old. Use Microsoft Teams, Outlook, Office, Pest Pac, and many other programs that are crucial to Sales Processes.

Job Requirements:

• 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).

• The ability to multi-task and thrive in a fast-paced environment

• The ability to effectively manage your time, prioritize multiple tasks, and maximize performance while remaining customer focused.

• Strong verbal and written communication skills

What we offer:

• Health and Well-being:

  • Cigna medical, dental, and vision insurance plan options to fit your individual needs including EPO & PPO

  • Prescription drug program

  • Flexible Spending Accounts (FSA) for medical and childcare expenses

  • Health Savings Plans (HSA) available with qualified plans for medical expenses

• Financial Security:

  • Competitive compensation

  • Safe Harbor 401(k) Savings Plans (Traditional & Roth) with company match

  • 100% company paid short-term disability and life insurance (with options to buy up)

  • Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options

• Advancement & Work/Life Balance:

  • Career path that leads to multiple businesses under the umbrella of our parent company Anticimex, to include mobility to Anticimex corporate

  • Paid time off including eight paid holidays

  • Prizes, giveaways, and advancement opportunities

  • Network of peers to assist