Customer Retention Representative

TerminixSIS India

Customer Retention Representative engaging with customers at risk of cancellation by understanding their concerns. Using negotiation techniques to reinforce service value and reduce churn.

Posted 5/29/2026full-timeRemote • Arizona • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Proactively engage with customers at risk of canceling, understanding their pain points, and crafting compelling solutions that drive long-term retention.
Utilize advanced negotiation techniques to reinforce our value proposition and resolve customer concerns effectively.
Maintain deep knowledge of our products, services, and competitive landscape to provide best-in-class customer solutions.
Collaborate with internal teams (Customer Experience, Sales, Operations) to ensure a seamless retention process.
Provide superior customer service through phone, email, and text communications.
Handle advanced residential billing and service concerns with professionalism and efficiency.
Accurately update and maintain customer records as needed.

Requirements

What you’ll need

1-2 years of experience in customer retention, sales, or customer service preferred.
Strong persuasion, negotiation, and problem-solving skills.
Ability to handle escalated customer concerns and deliver effective solutions.
Comfort working in a performance-driven environment with incentive-based earnings.
Proven ability to maintain professionalism and empathy in high-pressure situations.
Time management skills and ability to adhere to schedules reliably.
Proficiency in utilizing customer relationship management (CRM) tools and tracking systems.
Ability to effectively make outbound calls, take inbound calls using a dialer and or manually
Ability to use computer systems to navigate collections database effectively
Effectively use skills and tools to locate, contact and resolve delinquent debts

Benefits

Comp & perks

Start Day 1 for Full-Time Colleagues - No Waiting Period!
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
401(k) retirement plan with company-matching contributions
Vacation days & sick days
Company-paid holidays & floating holidays
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer retentionsalescustomer servicenegotiationproblem-solvingtime managementoutbound callsinbound callscollections database

Soft Skills

persuasionprofessionalismempathyhigh-pressure situation management