What are the responsibilities and job description for the Retention Specialist position at Rockit Pest, Inc.?
Rocket Pest Control is an out of this world company looking for the best people to help us be the trusted choice in pest control!
Our Mission is to protect customer’s homes, families and businesses by delivering safe, convenient and reliable pest control solutions. We are committed to customer service and growth while maintaining a culture that makes our employees proud to work at Rocket.
Job Type
Full-Time: Non-Exempt
Work Week | Work Hours
Monday – Friday | Call Center Operations Hours: 8:00am – 6:00pm
Our Position
The Retention Specialist will provide world class customer service by managing customer cancellations, cancel/move accounts, and customer call backs. Primary responsibilities will include saving customers from cancelling services, handling call backs from homeowners that have moved or sold property and contacting new homeowners taking over properties from current customers.
Your Rewards
- 8 Company-paid Holidays per year
- Earn up to 10 Days of Paid-Time Off per year
- Company-Paid group Life insurance and Short Term Disability
- Medical, Dental, and Vision plans
- Retirement & Savings 401K Plan with Company match up to 5%
- Employee Assistance Program
Your Responsibilities
- Managing cancelled request and past canceled accounts, service transfers, and homeowner changes.
- Primary Responsibilities include:
- Cancelled Accounts
- Canceled accounts should be contacted at the time of cancellation request but no longer than within 24 hours.
- Account information (notes, call backs, graphs, retreats, service agreements, etc.) should be in hand and reviewed after making contact.
- Saving account by creating a needed relationship with the homeowner if they feel this has not been done in the past.
- Cancel Move Accounts
- Obtaining new homeowner information (Saturday paper, county property appraiser, old homeowner, realtor).
- Contacting new homeowners by phone, email, or mail.
- Setting an appointment date for transfer.
- Obtaining new home information from old homeowner for service at new residence.
- Call Backs
- Every customer who has requested and received a call back should be called to ensure satisfaction and professionalism of our service.
- A second call should be made in certain cases to ensure satisfaction with the extra service.
- Explaining in full the current service or services.
- Will engage customers in conversation to qualify each call, determine sales need and provide information on company products and services following call flow guidelines.
- Answering any questions the homeowner has about their service and possible other services.
- Following all standard procedures and protocols in PestPac.
- Documenting all customer call accurately on customer’s account and forwards to appropriate associate.
- Aiding or back-up Renewal Specialist by contacting renewal customers with a high propensity to cancel in advance of renewal date.
- Utilizing diverse communication channels to engage and connect with customers, reaffirming the value proposition and encouraging them to continue their service with Rocket.
- Additional projects as assigned.
Our Requirements
- High School diploma or equivalent.
- 1 or more years of experience in administrative, billing, collections, or customer service.
- Exceptional written and grammar skills.
- Excellent verbal communication skills including articulation, customer service and interpersonal skills required.
- Working knowledge of Microsoft Word, Excel and Outlook required.
- Reliable transportation to and from work.
- Must be able to pass a seven-year criminal background check.
- Must be able to pass company drug screen and/or substance abuse testing.
Rocket Pest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please let our recruitment team know.