Retention Specialist

Who We Are: Native Pest Management is a local, family-owned business providing pet-friendly and environmentally responsible pest control services across Florida. We take pride in using safe, ethical practices and go above and beyond to exceed customer expectations every day. We are proud to have earned a place on the Inc. 5000 List of the Fastest Growing Companies in the United States from 2021 to 2024, as well as the 2021 Better Business Bureau Torch Award for Ethics. These recognitions reflect our commitment to quality and integrity in everything we do. Additional recognitions include: Recognized in the PCT Top 100 as one of the largest and fastest-growing pest control companies in North America. Named to the Gator100 List of fastest-growing Gator-led companies four years in a row, ranking No. 24 in 2025 Ranked #1 Pest Control Company in Florida by Top Rated Local™ based on more than 10,000 five-star reviews Winner of the 2023 FLCAJ Readers’ Choice Platinum Award for pest control services What We Offer: We offer a comprehensive benefits package including Health, Dental, Vision and Life Insurance. We cover 80% of the individual-only premiums (60% for dependents) for health, dental, and vision and offer life insurance at no cost to you! Employee Assistance Program (EAP): As part of our commitment to your well-being, we offer you and your immediate family access to an EAP with resources for managing stress, mental health, financial guidance, and other life events. This program has 24/7 access with app support. 401k with up to 4% company matching 2 weeks of paid time off in your first year, 6 paid holidays, and 1 paid floating holiday We offer a competitive pay structure that includes bonus/commission opportunities! Paid training program and company-paid licensure Employee Discounts Employee Referral Bonus ($2,000) Your Opportunity: We are seeking a highly motivated and customer-focused Retention Specialist to join our customer service team at Native Pest Management! The Retention Specialist will be responsible for handling customer complaints and working towards avoiding service cancellations. The ideal candidate will have exceptional customer service skills, strong communication skills, and the ability to handle difficult situations with professionalism and tact. We are looking for someone who can rebuild and reinforce positive working relationships with our valued customers. Handle customer complaints and concerns regarding our services Work with customers to find solutions to their issues by using problem-solving skills to identify and address the root causes of customer complaints Collaborate with other departments to resolve customer issues and improve the overall customer experience Monitor customer accounts to identify potential issues that could lead to service cancellations Develop and implement strategies to improve customer retention rates Maintain accurate records of customer interactions and issue resolutions Displaying effective communication via multiple platforms directly with the customer Pro-actively reach out to clients to identify and address any concerns early in their customer experience with our company Assist in identifying trends in cancellation data Requirements: High school diploma or equivalent At least 2 years of experience in a retention-focused role is required Experience in a call center or similar environment strongly preferred Strong communication and interpersonal skills Must be able to type at a minimum of 40 words per minute Ability to work independently and as part of a team Excellent problem-solving skills Ability to handle difficult situations with professionalism and tact Proficient in Google Workspace and customer relationship management (CRM) software Why Native Pest Management: At Native Pest Management, we focus on creating long-term careers for our employees with clear paths for growth. Our goal is to become the largest privately held pest control company in Florida, which will continue to open doors for advancement. With over 10,000 five-star reviews across platforms like Google, Yelp, and Angie’s List, our team takes pride in delivering exceptional service that keeps customers coming back and referring us to others. That reputation is a direct reflection of the hard work and professionalism of our staff. The pest management industry is rapidly expanding and offers a recession-resistant career path. We are committed to providing valuable, comprehensive, and affordable benefits to our employees. Each year, we review our programs to ensure they continue to meet these goals and support our team’s evolving needs. We’re committed to your success now and in the future. Military veterans are encouraged to apply! Bilingual in English/Spanish is a plus but not required What to Expect During the Hiring Process: After submitting your application, our HR team may reach out to you to conduct an initial phone screening and/or zoom interview. Background Check Statement: Native Pest Management conducts pre-employment screening for all positions which includes a criminal background check, drug screen, clean driving record review, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check. Native Pest Management is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, pregnancy, or any other status protected by federal or Florida law. Employment requires current eligibility to legally work in the United States.