Customer Retention Expert

Moxie Pest Control; Irving (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Vision insurance

Job summary

Moxie Pest Control is seeking motivated Account Care Experts to work with customers considering cancellations or needing account solutions. You will build value, document conversations, and guide customers toward retention.

This full-time role emphasizes strong communication, empathy, and the ability to navigate challenging conversations while maintaining a high service standard. Training and opportunities to grow are provided.

Qualifications

• Experience in customer service, sales, retention, or a call center environment preferred.
• Strong verbal communication and active listening skills.
• Ability to handle upset or frustrated customers with professionalism and empathy.
• Detail-oriented with accurate documentation across systems.

Responsibilities

• Handle inbound and outbound calls related to cancellation requests and account changes.
• Ask thoughtful questions to understand customer reasons.
• Identify solutions that address concerns and support retention.
• Clearly communicate the value of services and available options.
• Navigate difficult conversations with professionalism and confidence.
• Build rapport and trust while delivering high-level service.
• Accurately document conversations, updates, and outcomes in company systems.
• Set clear expectations for next steps and resolutions.
• Collaborate with branch teams when additional support is needed.
• Follow policies, quality standards, and retention guidelines.
• Contribute to personal and team performance goals.

Skills

Verbal communication

Active listening

Problem solving

Customer service

Documentation

Tools

CRM software

Ticketing systems

Job description

Moxie Pest Control is looking for motivated, customer-focused individuals to join our Account Care team.
As an Account Care Expert, you will work directly with customers who are considering canceling their service, have concerns about their account, or need help finding a solution. This role requires strong communication skills, confidence, empathy, and the ability to navigate challenging conversations while creating a positive customer experience.

Our Account Care Experts take the time to understand what is driving the customer's request, build value in the services we provide, and identify solutions that make sense for both the customer and the business.

What You'll Do

• Handle inbound and outbound calls related to cancellation requests, service concerns, and account changes.
• Ask thoughtful questions to understand the reason behind the customer's request.
• Identify solutions that address customer concerns and support retention when appropriate.
• Clearly communicate the value of Moxie's services and available options.
• Navigate difficult or emotional customer conversations with professionalism and confidence.
• Build rapport and trust with customers while providing a high level of service.
• Accurately document customer conversations, account updates, and outcomes in company systems.
• Set clear expectations regarding next steps, service changes, and account resolutions.
• Work with branch teams and other departments when additional support is needed.
• Follow company policies, procedures, quality standards, and retention guidelines.
• Work toward individual and team performance goals.
• Participate in ongoing training, coaching, and team development.
• Contribute to a positive and supportive team environment.

What We're Looking For

• Previous experience in customer service, sales, retention, collections, or a call center environment is preferred.
• Strong verbal communication and active listening skills.
• Confidence handling customers who may be upset, frustrated, or requesting to cancel.
• Ability to remain professional and solution-focused during challenging conversations.
• Strong problem-solving skills and the ability to think quickly.
• Ability to build rapport with different customer personalities.
• Comfortable asking questions and guiding conversations toward a resolution.
• Strong attention to detail and accurate documentation skills.
• Comfortable learning and navigating multiple computer systems.
• Ability to work in a fast-paced, performance-driven environment.
• Dependable attendance and the ability to maintain a consistent schedule.
• Experience in pest control, home services, or another service-based industry is a plus.

What Success Looks Like
Successful Account Care Experts are strong communicators who genuinely want to help customers. They are comfortable having difficult conversations, take time to understand the customer's concerns, and confidently recommend solutions.
They are also coachable, dependable, goal-oriented, and able to apply feedback and training to continuously improve their performance.

Why Join Moxie?
At Moxie Pest Control, we believe great customer experiences start with great people. You'll receive hands-on training, ongoing coaching, and opportunities to grow your skills while being part of a team focused on delivering excellent service and creating long-term customer relationships.
If you're competitive, motivated, enjoy talking with people, and aren't afraid of a challenging conversation, we'd love to hear from you.

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

#MOX600100

Full-Time / Part-Time

Full-time

Department Code

600100 - Account Care