Retention Specialist

4 weeks ago

Tampa, Florida, United States Empower Partnerships Full time

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.

Essential Functions, Duties, and Responsibilities

Tasks may include, but are not limited to the following:


• 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.

Required Qualifications: Education, Experience, and Skills


• 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.

Associated Knowledge, Skills, and Abilities


• Ability to use a multi-line telephone system, copy/fax machine, scanner, printer, and postage meter.


• Excellent communication skills including articulation, grammar and persuasion/sales, customer service and interpersonal skills required.


• Ability to define problems, collect data, establish facts, and draw conclusions.


• Ability to interpret an extensive variety of information and deal with abstract and concrete variables.


• Proficiency in PestPac is ideal.


• Ability to establish strong internal and external relationships.

License/Certification

Preferred: N/A

Working Environment

Work is performed in a typical interior office setting with moderate noise levels in addition to managing multiple projects at one time that may be interrupted frequently to meet the needs and request of employees, customers, and management or VP-level or higher.

Working Conditions/Physical Requirements

Physical activities include using fingers to type, etc., talking, and hearing in a sedentary work environment. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or fabrication parts at distances close to the eyes.

Equipment or Machines Routinely Used in This Position

Required to use keyboard, mouse, and other electronic accessories in addition to monitors, computers, laptops, mobile devices, tablets, presentations remotes, televisions, printers, scanners, fax machines, postage meter, multi-line phone, headset, or Bluetooth related devices.

Review Procedures

A regular review and evaluation of the employee's work performance will be conducted.

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