Membership & Retention Specialist
Summary
Handles customer cancellations via phone, email, and text, using de-escalation tactics to retain clients for a fast-growing pest control and lawn service company.
Membership & Retention Specialist
Schedule: 40 hours a week working Monday - Friday
Location: Sandy, UT
Company Intro: One of the fastest-growing pest control companies in the nation, Prime Pest and Lawn is on a mission to create the best Pest and Lawn service for our customers—spreading happiness through exceptional service.
Position Overview: As a Membership & Retention Specialist, you’ll be an essential part of our company’s growth, working with customers that are cancellation risks, utilizing save plays and other tactics to retain those customers, and identifying trends in causes for cancellations amongst customers. This role requires a high level of communication skills, ability to handle and deescalate upset customers, as well as organization to keep track of ongoing cancellation risk cases.
Key Responsibilities:
Work with all customers wanting to cancel primarily over the phone, with some communication done via text or email at the customer’s request.
Employ deescalation tactics and save plays to prevent customers from cancelling and retain their business.
Repair relationships with customers to rebuild customer loyalty
Respond to negative customer reviews to resolve issues
Track ongoing cancellation cases to ensure follow up happens with customers
Identify and report on cancellation and cancellation risk trends to help us improve in our retention as a business.
Qualifications:
1+ years of retention experience or something similar preferred
1+ years of experience in a customer facing role
Must be able to work the schedule listed above from our office in Sandy
Experience in the Pest or Lawn industry is a plus
Spanish speaking is a plus
Compensation and Benefits: $18/hr, paid sick leave & vacation