Customer Retention Representative-15

Summary

Rentokil Pest Control North America is a global provider of pest control and related services. The Customer Retention Representative engages customers at risk of cancellation, addresses concerns, negotiates tailored solutions, and strengthens customer relationships through phone, email, and text communications.

Responsibilities

• 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

Skills

• 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
• 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
• High School Diploma

Qualifications

Must Haves

• 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
• 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
• High School Diploma

Benefits

• Remote work arrangement in Tennessee
• Many roles offer performance incentives
• Multiple avenues to grow your career
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)
• 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
• 401(k) retirement plan with company-matching contributions
• Vacation days & sick days
• Company-paid holidays & floating holidays
• A company mindset that prioritizes health, safety, and flexibility