What are the responsibilities and job description for the Rentention Specialist position at Anticimex North America?
Job Description:
Essential Duties and Responsibilities
As a Customer Retention Representative, you will be responsible for maintaining our current customer base. This position manages all aspects of customer cancellations, managing escalated accounts, analyzing services and customer pricing, and collaborating with all departments to ensure our customers are satisfied. We are looking for a motivated and well-spoken individual to join our team and ensure our customers receive the best services our company has to offer.
Our ideal candidate is a self-motivated individual that thrives in a fast-paced environment. Your critical thinking and creative problem-solving skills will enable you to work well not only with our customers but also with our field and management teams. This is a full-time hourly, non-exempt position requiring daily attendance in the office.
Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Understand customer needs when cancelling and being able to overcome objections
- Interact with customers via telephone or email to provide support and information on products or services. This includes fielding customer questions and complaints, and directing issues to the appropriate team member, if needed
- Educate customers on service plans, minor pest knowledge, and general information about our platform
- Take initiative to problem solve, research, investigate, and provide solutions for both customers and teammates in a creative fashion
- Utilize a variety of technology, such as Microsoft Teams, Outlook, Office, electronic routing systems, and other programs that are crucial to Sales Processes
- Communicate closely with the field team, managers, sales team, and other departments
- Perform other tasks as assigned
Qualifications and Education Requirements
- 1-2 years Customer Service experience
- Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- The ability to effectively manage your time, prioritize multiple tasks, and maximize performance while remaining customer focused.
- Strong verbal and written communication skills
- Excellent telephone personality skills, which include the ability to show empathy and understanding in an escalated situation.
- High School Diploma or equivalent
Required Skills
- Ability to perform the essential job functions, including meeting qualitative and/or quantitative productivity standards safely and successfully.
- Regular and punctual attendance
- Must be able to talk, listen, and speak clearly on the telephone.
Supervisory Responsibilities
- N/A
