Retention Specialist: De-Escalate, Delight, Retain

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

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.