Retention Specialist
Western Exterminator Company - Tucson, AZ
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Retention Specialist Are you passionate about great customer service? Looking to build your career in an exciting industry and a growing world-class organization? Come see why so many of our team members recommend us to their friends! Who are we? Western Exterminator Company, a brand of Rentokil, is part of the world''s largest pest prevention and service provider and the third largest in North America. We pride ourselves on being a trusted partner to many of the world''s leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services.ResponsibilitiesWhat will our Retention Specialist do? The Retention Specialist (RS) is a customer-facing, telephone-based role responsible for saving residential customers who have expressed a desire to cancel all or part of their services. The RS will field incoming cancellations primarily from the Customer Support Center (CSC), and from other sources such as operations, field administration, and other customer-facing functions. RS''s research the customer situation, typically while on the phone with the customer, and work toward a resolution pathway that results in avoiding the cancellation. Handle incoming customer calls from the CSC and other parts of the company; or, call back customers placed on the customer cancel call-back listHave a good working knowledge of operating systems, service programs & pricing, and general pest control practicesRetain customers through effective de-escalation of issues, and efficient/creative problem solvingUnderstand and utilize approved resolution pathways available to save customersWork professionally and collaboratively with other functions as needed to resolve issues and save customersDocument all save attempts and administer any cancellations in the proper systemsExhibit a high level of autonomy, initiative, collaboration, creativity, tenacity, resilience, and diplomacyRebuild and reinforce positive working relationships with customers What do you need? High School Diploma or GED2+ years of sales/selling experience preferred2+ years of service industry experience preferredStrong attention to detail and willingness to learnAvailable to work Monday-Friday and Saturdays as neededMust pass pre-employment background screen and drug testMust possess a valid driver''s license and pass motor vehicle record search Why Choose Rentokil? A career with Rentokil is exactly that - a professional trajectory filled with opportunity. We pride ourselves on being a world class team that rewards high performance. We offer competitive pay on a bi-weekly pay schedule and many of our roles offer incentives based on performance and providing exceptional customer experience. Below you''ll find information about some of what Rentokil North America has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits when they meet certain criteria. Professional and Personal Growth:Robust Paid Training & Professional Development PathOpportunity to grow - We love to promote from within!Fantastic Tuition Reimbursement benefits & Scholarship Programs (for FT Colleagues) Wellness:Excellent Health benefits including Medical, Dental, Vision, and Life InsuranceAccess to Flexible Spending Accounts for Healthcare or Dependent Care ExpensesOutstanding Company-Paid Short Term DisabilityAccess to Long-Term Disability InsuranceWellness Reimbursement ProgramEmployee Assistance Program that offers services such as free counseling services, will preparation, discounts to health clubs, and other benefitsCompany-paid sick timeSavings & Retirement:401(k) retirement plan with highly-competitive company-matching contributionsHoliday Savings Club option with company-matching fundsEmployee Discounts (includes many offerings, including cellular/mobile service, health clubs, and more)Work-Life Balance:Vacation Days & sick daysCompany-Paid Holidays & Floating HolidaysWe are looking for individuals who want to make a difference where our customers live and work. Is that you? Additional InformationRentokil North America is a Drug-Free Workplace Rentokil North America is an equal opportunity employer with a commitment to equality in every aspect of employment. As we expand, we are focused on building a foundation of diverse talent and equality in all areas of our workforce. All qualified applicants receive equal consideration, regardless of race, gender, sexual orientation, religion, ethnicity, national origin, veteran status, or disability.Link to Federal employment poster:English Version - Revised November 2009Spanish Version - Revised November 2009Pay Transparency Nondiscrimination ProvisionEnglish (Formatted)English (Unformatted)Spanish
Created: 2021-11-29