Job Description:

Customer Retention Specialist

Areas of expertise: Customer Service, Customer Support, Customer Retention

Location: Buchanan, NY

Pay: $21 - $23/hr + Commission (AND O.T. during busy season)

Position Summary

The Customer Retention Specialist will maximize opportunities to retain existing customers from discontinuing JP McHale Pest Management, LLC. (JPM) services and reselling annual renewal agreements. Execute retention strategy that strikes balance between saving customers and retaining revenue. Customer Retention Specialists earn an hourly base pay between $21 - $23/hr along with lucrative commission and incentives. This position requires work from our Buchanan, NY office on a full-time basis including rotating Saturdays and O.T. during our busy season. Seeking candidates with customer service and call center experience.

Major Duties & Responsibilities

• Maximize opportunities to retain existing customers from disconnecting while reselling annual renewal agreements.
• Execute retention strategy that strikes balance between saving customers and retaining revenue.
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
• Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques.
• Ability to handle a large volume of inbound and outbound calls in a timely and professional manner.
• Respond to inbound retention calls and emails promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc.
• Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints.
• Ability to learn and master order processing using company software within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
• Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers to re-sell and retain.
• Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products to discuss side by side comparisons of JPM’s and competitors’ products and services.
• Provide exceptional customer service and customer support.
• Perform other duties as requested by supervisor.

Qualifications

• At least 2 years of retention experience in customer service
• Computer literacy
• High school diploma or equivalent.
• Ability to read, write, speak, and understand English.
• Preferred some working knowledge of pest control products and services. OR some other service based industry experience.
• Ability to pivot between multiple tasks.