Customer Success & Retention Specialist

Aruza LLC; Charlotte (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Aruza Pest Control is seeking a Customer Account Manager to enhance customer satisfaction, manage accounts, and drive retention. You will handle inquiries by phone, email, and text, and coordinate with technicians to ensure timely service.

Responsibilities include resolving issues, supporting collections, and leveraging CRM data to identify upsell opportunities while maintaining excellence in service standards.

Qualifications

• Minimum 2+ years in a customer service role
• Professional communication skills required
• Experience in delinquent account collections preferred
• Associate degree preferred or equivalent experience

Responsibilities

• Interact with customers via phone, email, text, or in person to provide support and information on products or services.
• Fields customer questions and complaints; escalate as needed.
• Address pest control and home service needs with proper solutions.
• Build customer loyalty and high retention.
• Assist in collections for unpaid balances via multiple channels.
• Logistics planning and routing of service technician schedules.
• Maintain knowledge of company policies and SOPs.
• Capture accurate information in the CRM system.
• Generate opportunities for upsells and new services.
• Participate in meetings and training.

Skills

Strategic leadership

Engagement

Alignment

Courage

Execution

Communication

Service standards

Prioritization

Stressed environments

Safety knowledge

Education

Associate's degree or equivalent experience

Job description

Aruza Pest Control is seeking a Customer Account Manager to enhance customer satisfaction, manage accounts, and drive retention. You will handle inquiries by phone, email, and text, and coordinate with technicians to ensure timely service.

Responsibilities include resolving issues, supporting collections, and leveraging CRM data to identify upsell opportunities while maintaining excellence in service standards.