Retention Specialist

Position Snapshot: Retention Specialist

Job Type: Permanent Full-Time, Remote

Job Location: Remote

Work Schedule: 8 hour shift between 8AM-8PM EST

Compensation: $50,000.00 salary

The Big Picture: The longer the relationship lasts, the stronger it becomes!

Retention is about creating lasting relationships that go beyond the initial interaction. It’s not just about keeping clients—it's about continuously adding value, understanding their needs, and consistently exceeding expectations. On a daily basis, you will serve as the primary and secondary point of contact for our clients, your proactive attitude, strong organizational skills, and problem-solving abilities will ensure that all solutions are delivered efficiently and with a personalized touch. By focusing on delivering exceptional experiences, fostering open communication, and aligning with long-term and company goals, you create a foundation where clients feel valued, engaged, and motivated to stay.

Position Summary - Responsibilities:

Receive and handle all inbound and outbound escalations in a timely and professional manner.
Receive and handle inbound calls in a timely and professional manner
Offer exceptional customer experiences by providing tailored solutions - using logic and critical thinking and all parameters, where appropriate
Proactively identify and address potential issues or concerns of escalated cases, ensuring customer satisfaction and retention.
Develop and maintain strong relationships with clients, understanding their needs and goals to enhance loyalty and long-term engagement.
Liaise with the appropriate department representatives to address any customer concerns or inquiries.
Provide feedback and insights to internal teams regarding customer sentiment, trends, and pain points, contributing to service improvement and retention strategies.
Exercise administrative skills in using and maintaining all CRM databases and systems, void of error.
Deliver first-class customer experiences answering questions and providing information in response to concerns and requests.
Identify upsell or cross-sell opportunities within existing accounts, providing additional value while maintaining a focus on customer retention.
Requirements:

Experience in customer-facing roles, such as customer service representative, billing or support specialist
Experience handling customer inquiries, complaints, and issues, with a focus on providing solutions that retain customers.
Experience in managing escalations and resolving complex customer issues or complaints to retain business.
Experience building and maintaining long-term client relationships, understanding their needs and concerns.
Strong organizational skills to manage multiple accounts or cases simultaneously without sacrificing service quality.
Knowledge of upselling, cross-selling, or loyalty programs to generate additional revenue while retaining customers.
Strong analytical and problem-solving skills to assess situations and develop appropriate, creative solutions to retain customers.
Familiarity with retention models and strategies (e.g., win-back campaigns, customer loyalty initiatives, etc.).
Ability to think creatively to solve customer problems and maintain long-term relationships.
Previous sales experience not required but an asset
*Insight Pest Solutions is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Our team will directly work with you in an effort to ensure that you are able to fully participate in the process.

Benefits:

Dental care • Extended health care • Life insurance • Paid time off • Vision care
Flexible language requirement: • French not required but an asset

Schedule: • 8 hour shift • Monday to Friday

Education: • Secondary School (required)

Work Location: Remote

Job Types: Full-time, Permanent

Pay: From $50,000.00 per year

Benefits:

Dental care
Disability insurance
Extended health care
Life insurance
Paid time off
Vision care
Flexible language requirement:

French not required
Schedule:

Monday to Friday
Education:

Bachelor's Degree (preferred)
Experience:

Call center: 1 year (required)
Customer service: 1 year (required)
Work Location: Remote

Expected start date: 2025-05-01