What are the responsibilities and job description for the Customer Retention Representative position at Terminix?
Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!
For more information about our benefits, see below!
We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
The Customer Retention Representative is responsible for engaging with customers at risk of cancellation, understanding their concerns, and deploying tailored solutions that reinforce the value of our services. This role is ideal for individuals who thrive in a performance-based environment and are motivated by high earning potential, problem-solving, and customer advocacy. The specialist will handle inbound and outbound retention efforts, utilizing
negotiation techniques, problem-solving skills, and personalized service to strengthen customer relationships and prevent churn.
Key Performance Indicators
Responsibilities
To perform this job successfully, an individual must be able to meet each essential duty satisfactorily. Responsibilities include, but are not limited to:
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.
Candidate Summary
Required Experience
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
This company is a Drug Free workplace.
Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.
California residents click here to review your privacy rights.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply.
For more information about our benefits, see below!
We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
- Saturday availability is required.
The Customer Retention Representative is responsible for engaging with customers at risk of cancellation, understanding their concerns, and deploying tailored solutions that reinforce the value of our services. This role is ideal for individuals who thrive in a performance-based environment and are motivated by high earning potential, problem-solving, and customer advocacy. The specialist will handle inbound and outbound retention efforts, utilizing
negotiation techniques, problem-solving skills, and personalized service to strengthen customer relationships and prevent churn.
Key Performance Indicators
- Save Rate & Revenue Retention – Effectively retaining customers through strategic solutions.
- Saves Per Call Conversion – Demonstrating strong negotiation and problem-solving abilities.
- Productivity Metrics – Adherence to schedule, call utilization, and efficiency in addressing customer needs.
- Customer Satisfaction – Ensuring a positive experience that builds long-term loyalty.
Responsibilities
To perform this job successfully, an individual must be able to meet each essential duty satisfactorily. Responsibilities include, but are not limited to:
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.
Candidate Summary
Required Experience
- 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
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
- 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
This company is a Drug Free workplace.
Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.
California residents click here to review your privacy rights.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply.