Customer Care & Retention Specialist

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

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.