Customer Retention Representative jobs in Tampa, FL

Rocket Pest is a leading service provider for Pest, Termite, & Lawn Services in Georgia, Florida, North and South Carolina. Our company is growing, and we would love to talk to you about joining our team!

POSITION SUMMARY

A Customer Retention Specialist is responsible for implementing strategies to keep customers engaged and active with the company’s product or service. The primary goal is to reduce customer churn or loss by trying to address customers’ concerns and providing a level of service that is unmatched.

In this position, you will interact directly with our customers to learn about their problems, how we can enhance our products or services, and how we can keep their business.

A convincing approach, good client connection skills, and a love for sales are all necessary for success as a retention specialist. Retention experts frequently communicate with customers or workers over the phone or in person, and they must often find quick solutions to challenges they encounter.

To be successful as a retention specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. A top-class retention specialist is able to improve sales by creating lasting bonds with customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Interacts with customers via telephone, email, online chat, or in person to provide support
• Analyzing customer behavior
• Gathering information about customer complaints
• Developing aggressive retention strategies based on customer feedback
• Negotiating with customers to renew contracts and retain business
• Meeting with the sales team to propose customer retention solutions
• Building positive relationships with customers and business associates
• Work across the organization and collaborate with call center sales/operations team to develop and execute cancel-save strategies for call center agents
• Continually provide fresh ideas around improvements based on prevention/retention/saves trends and best-in-class benchmarks

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• An associate degree in sales, marketing, or a similar subject preferred
• 2 years of experience in a comparable position
• Outstanding customer service abilities
• Advanced interpersonal and communication abilities
• Patience and empathy
• Strong ability to resolve conflict
• The ability to maintain professionalism in stressful situations
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Proficient computer skills with the ability to learn new software

All applicants are subject to drug testing and a criminal background check before being employed. Applicants must also submit a clean driving record prior to employment.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The job is usually performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work at a computer monitor. The ability to communicate orally with employees, management, customers, and business associates both individually and in front of a group is crucial.

Regular use of the telephone and e-mail for communication is essential. Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents. Requires good manual dexterity for the use of common office equipment (e.g., computers, mobile devices, copier/scanners).

DISCLAIMER

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to modification to accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer retention: 2 years (Required)

Ability to Commute:

• Tampa, FL (Required)

Ability to Relocate:

• Tampa, FL: Relocate before starting work (Required)

Work Location: In person