Customer Retention Specialist

Go-Forth Home Services; Texas; On-site; USD 42,000 - 54,000; Full time

Job summary

Go-Forth Home Services in High Point, NC is seeking a Customer Retention Specialist for our Pest Control division. You will help customers resolve concerns, demonstrate the value of Go-Forth services, and explore options when they consider cancellation, supporting satisfaction and recurring revenue.

In this role you will listen actively, respond with empathy, document interactions in the CRM, and collaborate with sales and service teams to improve retention metrics.

Qualifications

• 1 year of experience in high-volume inside sales, retention, outbound calling, or commission-based roles.
• Associates degree or 2-3 years of demonstrated experience.
• Able to multi-task and maintain energy during peak seasonal rushes.

Responsibilities

• Manage inbound cancellation requests via phone and identify root causes to de-escalate frustration.
• Schedule technicians and capture precise notes to ensure quality service.
• Document all customer interactions and outcomes in the CRM with attention to detail.
• Support leadership with task management and administrative duties as needed.
• Aim for First Call Resolution and maintain efficient handling times while meeting KPIs.

Skills

High-Grit Work Ethic

Coachable

Consultative Communicator

Tech-Savvy CRM

Education

Associates degree or 2-3 years experience

Job description

First and foremost your core values should align with ours:

• Give A Crap – Delight others by owning your role and saying yes. Take pride in how you appear & act & every other detail of the job. Be on time, attentive, & enthusiastic. Act as if the buck stops with you on every aspect of the job.
• Dig With a Flashlight – Lead with Curiosity. Don’t guess. Look. Don’t assume. Test. Stay curious enough to change your mind. Understand the cause of the fire before you grab the hose.
• Fight For Simplicity – Keep it simple & consistent. Focus on how things should be done every time.
• Face It, Fix It – Confront challenges directly and address issues head-on. A bias for action and powerful conversations drive our progress. It’s about getting it right rather than being right.
• GROW! Fast. – Two things are guaranteed: things will change. And they’ll change quickly. So we grow fast. As people. As a team. As a business. Learn quickly. Adapt quickly. Improve constantly. We happen TO the world.
  As a Customer Retention Specialist for our Pest Control division, you will help customers resolve concerns, understand the value of their Go-Forth services, and explore options when they are considering cancellation. Your work will support customer satisfaction, long-term relationships, and recurring revenue through thoughtful, solution-focused conversations.

In this role, you will listen actively, communicate clearly, and respond with empathy and professionalism. You will work to understand each customer’s needs, offer appropriate solutions within company guidelines, and respect their decisions.

We are looking for someone who follows through on customer concerns, maintains accurate records, is receptive to coaching, and works toward measurable service and retention goals. Success means helping customers make informed decisions while building trust and delivering a positive experience.

Key Responsibilities

• Customer Retention & Objection Handling: Manage inbound cancellation requests via phone. Identify root causes, de-escalate frustration, and deploy approved strategies—such as program adjustments, complimentary services, or downgrades to save accounts while maintaining profitability.
• Support & Scheduling: Serve as a contact for routine inquiries, billing, and appointment requests. Efficiently schedule technicians and capture precise notes to ensure field teams deliver high-quality service.
• CRM Data Integrity & Documentation: Document all customer interactions, save outcomes, account updates, and follow-ups in the CRM with extreme attention to detail. Assist leadership with task management and administrative support as needed.
• Process Compliance & Growth: Adhere to company scripts, authorization levels, and core values. Actively participate in performance coaching, call reviews, and cross-departmental collaboration with sales and service teams to improve retention metrics.
• Call Handling & Quality Metrics: Work to achieve target First Call Resolution (FCR), maintain average handle times (AHT) within established operational ranges, and adhere to departmental phone availability guidelines and KPIs.

What We Are Looking For (Qualifications)

Required Skills & Attributes:

• High-Grit Work Ethic & Ability to Multi-Task: A strong drive to manage high call volume and maintain energy and focus during peak seasonal rushes (March–October).
• Humble & Coachable: A desire to continuously improve through regular coaching, call reviews, and feedback.
• Consultative Communicator: Ability to build rapport quickly over the phone, listen actively, and overcome objections without high-pressure tactics.
• Tech-Savvy: Comfortable navigating CRM platforms, phone systems, SMS, email, and dual monitors simultaneously while speaking with customers.

Preferred Experience:

• 1 years of experience in high-volume inside sales, retention, outbound calling, or commission-based sales roles.
• Associates degree or 2-3 years of demonstrated experience.

Physical Demands & Work Environment

• Environment: Fast-paced, collaborative contact center office in High Point, NC.
• Schedule: Standard schedule with flexibility required for early mornings, evenings, or occasional Saturdays during peak season.
• Physical Effort: Remaining seated at a desk station, utilizing headsets, and operating a computer/keyboard for up to 8 hours per day.

Schedule & Shift Requirements

• 8:00 AM — 5:00 PM, Monday through Friday
• Saturday shifts (8:00 AM — 5:00 PM) may be required based on business needs and assigned schedule.