Customer Retention Specialist

Come work with us at Fenix Pest Control!

Fenix Pest Control is a family-owned company serving residential and commercial customers for over 10 years, specializing in pest prevention and long-term protection. As we continue to grow, we’re looking for a motivated teammate to join our team in a role focused on customer retention, relationship management, and long-term client satisfaction.

Our Customer Retention Specialists play a critical role in maintaining and strengthening customer relationships. Working closely with customers, technicians, and management, this position is essential to reducing churn, increasing customer lifetime value, and ensuring every client continues to see the value in our services.

Responsibilities and Duties

• Serve as the primary point of contact for existing customers via phone, email, and text with a focus on retention and satisfaction
• Proactively engage customers who have concerns, service issues, or are at risk of canceling
• Work to retain and renew services by addressing concerns and reinforcing value
• Manage appointment scheduling and re-scheduling with an emphasis on minimizing cancellations
• Follow up on service visits to ensure satisfaction and strengthen long-term relationships
• Re-engage inactive or past customers to win back business
• Assist with billing and collections while maintaining a positive customer relationship
• Track and respond to retention metrics, including cancellations and service feedback
• Support incoming sales leads with a focus on converting them into long-term customers

Qualifications and Skills

• Customer service experience required; retention or account management experience preferred
• Strong communication and problem-solving skills, especially in customer save situations
• Ability to identify customer needs and provide solutions that reinforce long-term value
• Comfortable discussing billing, renewals, and service concerns
• Tech-savvy with the ability to learn systems quickly
• Self-motivated, goal-driven, and focused on results

Company Benefits and Perks

Just as we value our customers, we value our employees too!

• PTO and sick time offered after 1st year of service
• Competitive pay structure with retention and performance incentives
• Commission on sales
• Bonuses tied to customer retention and renewals
• Family-oriented atmosphere with a friendly, team-driven environment
• Growth opportunities for high performers

Pay

$18-20/hour PLUS commission and retention-based bonuses

Team and individual bonus opportunities

Performance-based raises each year

Hours

9:30 AM – 6:00 PM

Pay: $18.00 - $20.00 per hour

Benefits

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person