Retention Specialist

Retention SpecialistNative Pest Management is a local, family-owned business providing pet-friendly and environmentally responsible pest control services across Florida. We take pride in using safe, ethical practices and go above and beyond to exceed customer expectations every day. Additional recognitions include:Recognized in the PCT Top 100 as one of the largest and fastest-growing pest control companies in North America.Named to the Gator100 List of fastest-growing Gator-led companies four years in a row, ranking No. 24 in 2025Ranked #1 Pest Control Company in Florida by Top Rated Local based on more than 10,000 five-star reviewsWinner of the 2023 FLCAJ Readers' Choice Platinum Award for pest control servicesWe offer a comprehensive benefits package including Health, Dental, Vision and Life Insurance. We cover 80% of the individual-only premiums (60% for dependents) for health, dental, and vision and offer life insurance at no cost to you! Employee Assistance Program (EAP): As part of our commitment to your well-being, we offer you and your immediate family access to an EAP with resources for managing stress, mental health, financial guidance, and other life events. This program has 24/7 access with app support. 401k with up to 4% company matching. 2 weeks of paid time off in your first year, 6 paid holidays, and 1 paid floating holiday. We offer a competitive pay structure that includes bonus/commission opportunities! Paid training program and company-paid licensure. Employee Discounts. Employee Referral Bonus ($2,000).We are seeking a highly motivated and customer-focused Retention Specialist to join our customer service team at Native Pest Management! The Retention Specialist will be responsible for handling customer complaints and working towards avoiding service cancellations. The ideal candidate will have exceptional customer service skills, strong communication skills, and the ability to handle difficult situations with professionalism and tact. We are looking for someone who can rebuild and reinforce positive working relationships with our valued customers.Handle customer complaints and concerns regarding our servicesWork with customers to find solutions to their issues by using problem-solving skills to identify and address the root causes of customer complaintsCollaborate with other departments to resolve customer issues and improve the overall customer experienceMonitor customer accounts to identify potential issues that could lead to service cancellationsDevelop and implement strategies to improve customer retention ratesMaintain accurate records of customer interactions and issue resolutionsDisplaying effective communication via multiple platforms directly with the customerPro-actively reach out to clients to identify and address any concerns early in their customer experience with our companyAssist in identifying trends in cancellation dataRequirements:High school diploma or equivalentAt least 2 years of experience in a retention-focused role is requiredExperience in a call center or similar environment strongly preferredStrong communication and interpersonal skillsMust be able to type at a minimum of 40 words per minuteAbility to work independently and as part of a teamExcellent problem-solving skillsAbility to handle difficult situations with professionalism and tactProficient in Google Workspace and customer relationship management (CRM) softwareAt Native Pest Management, we focus on creating long-term careers for our employees with clear paths for growth. Our goal is to become the largest privately held pest control company in Florida, which will continue to open doors for advancement. With over 10,000 five-star reviews across platforms like Google, Yelp, and Angie's List, our team takes pride in delivering exceptional service that keeps customers coming back and referring us to others. That reputation is a direct reflection of the hard work and professionalism of our staff. The pest management industry is rapidly expanding and offers a recession-resistant career path. We are committed to providing valuable, comprehensive, and affordable benefits to our employees. Each year, we review our programs to ensure they continue to meet these goals and support our team's evolving needs. We're committed to your success now and in the future.Military veterans are encouraged to apply! Bilingual in English/Spanish is a plus but not required.What to Expect During the Hiring Process: After submitting your application, our HR team may reach out to you to conduct an initial phone screening and/or zoom interview.Background Check Statement: Native Pest Management conducts pre-employment screening for all positions which includes a criminal background check, drug screen, clean driving record review, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.Native Pest Management is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, pregnancy, or any other status protected by federal or Florida law. Employment requires current eligibility to legally work in the United States.