Retention Specialist

Anticimex Carolinas, LLC; Ocean Isle Beach (NC); On-site; USD 40,000 - 52,000; Full time

Job summary

Anticimex Carolinas is seeking a Customer Retention Representative to maintain our current customer base and manage all aspects of cancellations, inquiries, and escalations. You will analyze services and pricing while collaborating with departments to ensure customer satisfaction.

Responsibilities include handling calls and emails, logging interactions, coordinating with field teams, and educating customers on service plans and pest knowledge.

Qualifications

• 1-2 years customer service experience.
• Ability to work Saturday rotation 10am-2pm (will have a day off during the week if scheduled).
• The ability to multi-task and thrive in a fast-paced environment.
• The ability to effectively manage your time, prioritize multiple tasks, and maximize performance while remaining customer focused.

Responsibilities

• Understand customer needs when cancelling and overcome objections.
• Interact with customers via telephone or email to provide support and information on products or services.
• Maintain customer accounts and records of interactions with inquiries, complaints, or comments.
• Field customer questions and complaints, forwarding to the appropriate specialist when beyond knowledge.
• Plan logistics and coordinate service technician schedules.
• Collaborate with field team, managers, sales, and other departments.
• Educate customers on service plans, pest knowledge, and general information.
• Problem-solve, research, and propose solutions for customers and teammates.

Skills

Customer service

Communication

Multitasking

Tools

Microsoft Office

Job description

Job Description: Summary

The Customer Retention Representative is responsible for maintaining the current customer base. This position manages all aspects of customer cancellations, handling escalated accounts, analyzing services, and pricing our customers are receiving and collaborating with all departments to ensure our customers are satisfied.

Responsibilities

• Understanding a customer needs when it comes to cancelling and being able to overcome objections.
• Interacts with customers via telephone or email to provide support and information on products or services.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Fields customer questions and complaints, when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or appropriate staff member.
• Logistical planning and routing or service technician schedules.
• A knack for outside-the-box thinking and a love of problem solving & creativity.
• Communicate closely with the field team, managers, sales team, and other departments Educate customers on service plans, minor pest knowledge, and general information on Killingsworth.
• Take the initiative to problem solve, research, investigate, and come up with solutions for both customers and teammates creative fashions.
• Utilize and become familiar with technology new and old. Use Microsoft Teams, Outlook, Office, Pest Pac, and many other programs that are crucial to Sales Processes.

Qualifications

• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook) 1-2 years Customer Service experience
• Ability to work Saturday rotation from 10am-2pm (will have a day off during the week if scheduled).
• The ability to multi-task and thrive in a fast-paced environment
• The ability to effectively manage your time, prioritize multiple tasks, and maximize performance while remaining customer focused.
• Strong verbal and written communication skills

Welcome to Anticimex Carolinas Careers!

The hardworking professionals at Killingsworth and Clark’s come together as Anticimex Carolinas. Here, you get to enjoy the closeness of a local business with the backing and benefits of a global powerhouse. At Anticimex Carolinas, we provide our customers with a comprehensive pest control solution and lawn care services for both residential and commercial applications. Keeping homes, families, and businesses safe is what we do best in the Carolinas and surrounding communities.