Customer Retention Representative-15

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.

• 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

Why Choose Us?

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)