Retention Specialist

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

Specialties / Licenses or Certifications

N/A

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 (Full-Time Only)
• 10 Days of Paid-Time Off (Full-Time Only)
• Company-Paid group life insurance, Short-Term & Long-Term Disability (Full-Time Only)
• Medical, Dental, and Vision plans (Full-Time Only)
• Retirement Plans with Company match including 401k up to 5%
• Employee Assistance Programs

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 before 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.
• Ability to calculate basic math.
• 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.

Benefits/perks listed above may vary depending on the nature of your employment with Rocket Pest.

The wage range for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled. At Rocket Pest, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)