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.
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.
Qualifications
- 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
