Account Care Expert – Customer Retention

Moxie Pest Control; Irving (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

Moxie Pest Control is seeking an Account Care Expert to join our customer-focused team in Irving, TX. You’ll handle calls from customers who may be canceling, experiencing service concerns, or seeking the right solution, listening to understand, and guiding them toward positive outcomes that support retention.

You'll work to build rapport, articulate the value of our services, and document conversations clearly while meeting individual and team performance goals.

Qualifications

• Experience in customer service is a plus and helps with retention strategies.
• Ability to de-escalate situations and communicate clearly.
• Comfortable handling multiple systems and staying organized.

Responsibilities

• Handle inbound and outbound customer calls.
• Assist customers with cancellation requests, service concerns, and account needs.
• Ask questions to understand underlying issues and gather details.
• Find solutions that address concerns and support retention.
• Build rapport and clearly communicate service value.
• Handle challenging conversations with empathy and professionalism.
• Document conversations and account updates clearly.
• Set expectations, follow up, and ensure resolution of concerns.
• Collaborate with other teams when extra support is needed.
• Work toward individual and team performance goals.
• Participate in ongoing training and coaching.

Skills

Communication

Active listening

Problem solving

Empathy

Goal driven

Team collaboration

CRM basic skills

Tools

CRM software

Job description

Account Care Expert

Moxie Pest Control is looking for motivated, customer-focused individuals to join our Account Care team!

As an Account Care Expert, you’ll work directly with customers who may be considering canceling, experiencing a service concern, or simply need help finding the right solution. You’ll listen, understand what’s driving their concern, and help find solutions that create a positive experience while supporting customer retention.

This is a great opportunity for someone who enjoys talking with people, solving problems, and working toward goals.

What You’ll Do

• Handle inbound and outbound customer calls.

• Help customers with cancellation requests, service concerns, and account needs.

• Ask questions and listen to understand what’s really going on.

• Find solutions that address customer concerns and support retention.

• Build rapport and confidently communicate the value of Moxie’s services.

• Handle challenging conversations with empathy and professionalism.

• Clearly document conversations and account updates.

• Set expectations, follow up, and make sure customer concerns are resolved.

• Partner with other teams when additional support is needed.

• Work toward individual and team performance goals.

• Participate in ongoing training and coaching.

What We’re Looking For

• Strong communication and listening skills.

• A positive, solution-focused mindset.

• Confidence talking with different types of customers.

• Ability to stay calm when conversations become challenging.

• Someone who is dependable, coachable, and motivated to improve.

• Comfortable working in a fast-paced, goal-driven environment.

• Basic computer skills and the ability to learn multiple systems.

Experience in customer service, sales, retention, collections, or a call center is a plus, but we’re also open to candidates who have the right attitude and are ready to learn.

What Success Looks Like

Our strongest Account Care Experts genuinely enjoy helping people. They listen, build trust, confidently recommend solutions, and aren’t afraid of a challenging conversation.

You don’t need to come in knowing everything—we provide hands‑on training, ongoing coaching, and support to help you grow.

If you’re motivated, enjoy connecting with people, and like the feeling of turning a difficult conversation into a positive outcome, we’d love to meet you.

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