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Retention Specialist
Job
Frontline Pest Professionals
Orem, UT (In Person)
$37,440 Salary, Full-Time
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Job Description
Retention Specialist - Pest Control Services We are seeking a driven and customer-focused Retention Specialist to support the ongoing growth and stability of our pest control customer base. In this role, you will work directly with residential and commercial customers who are considering canceling or modifying their services. Your focus will be to understand their concerns, resolve service-related issues, and reinforce the value of our pest control programs to retain long-term accounts. The ideal candidate understands the importance of recurring service agreements , service quality, and customer trust in the pest control industry. Success in this role requires strong communication skills, confidence in discussing treatment plans and pricing, and the ability to collaborate closely with operations, sales, and field teams. Key Responsibilities Communicate directly with customers regarding service concerns, cancellations, and retention opportunities Review service history, treatment notes, and technician feedback to address customer issues effectively Analyze cancellation trends to identify common service, pricing, or scheduling challenges Develop and implement targeted retention strategies based on customer feedback and service data Negotiate service adjustments, pricing solutions, or treatment enhancements to retain accounts Partner with field operations and management to resolve service-related issues quickly and professionally Clearly explain pest control programs, treatment expectations, warranties, and contract terms Build and maintain positive, long-term relationships with customers and internal teams Qualifications Strong customer service and conflict resolution skills Experience in a service-based or recurring contract environment Ability to remain calm, professional, and solution-oriented during difficult customer interactions Excellent verbal communication and negotiation skills High level of empathy, patience, and active listening Detail-oriented with the ability to review service records and customer histories