Customer Retention Representative-15

About the Role

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."

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.

Responsibilities

• 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.

Requirements

• 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.
• High School Diploma.

Skills

• 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.

Benefits

All Full-Time Colleagues qualify for the following benefits starting on day 1, and Part-Time Colleagues qualify for most benefits after meeting certain criteria:

Professional and Personal Growth

• Multiple avenues to grow your career.
• Training and development programs available.
• Tuition Reimbursement benefits (for FT Colleagues).

Health and Wellness

• 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 mindset that prioritizes health, safety, and flexibility.