Customer Retention Representative-15

Terminix; Nashville (TN); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Benefits Day 1

Performance incentives

Training and development

Job summary

Terminix is seeking a Customer Retention Representative to engage with customers at risk of cancellation and craft tailored solutions that reinforce the value of our services.

This role handles inbound and outbound retention efforts, using negotiation techniques and problem-solving to strengthen relationships and prevent churn. Collaboration with internal teams ensures a seamless retention process and high-quality service via phone, email, and text.

Qualifications

• 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 CRM tools and tracking systems.

Responsibilities

• Proactively engage with customers at risk of cancelling, understanding pain points, and crafting compelling solutions that drive long-term retention.
• Utilize advanced negotiation techniques to reinforce value proposition and resolve concerns.
• Maintain deep knowledge of products, services, and competitive landscape.
• Collaborate with internal teams 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.

Skills

Negotiation

Customer service

Communication

CRM software

Outbound calls

Inbound calls

Problem solving

Time management

Data entry

Education

High School Diploma

Tools

CRM software

Dialer system

Job description

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

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."

Job Summary

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.

This 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.

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to meet each essential duty satisfactorily. Responsibilities include, but are not limited to:

• 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.

Candidate Summary

Required Experience

• 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.


• Effectively use skills and tools to locate, contact and resolve delinquent debts.

Required Traits and Characteristics

• 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.

Formal Education, Qualifications or Training

• High School Diploma

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

Our Total Rewards Program which includes:

Professional and Personal Growth

• Multiple avenues to grow your career


• Training and development programs available


• Tuition Reimbursement benefits (for FT Colleagues)

Health and Wellness

• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1


• 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

We are looking for individuals who want to make a difference where our customers live and work. Is that you?

This company is a Drug Free workplace.

Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.