About Us:
Pest-X Exterminating, a locally-owned pest control company with over 35 years of experience, is dedicated to delivering exceptional service and innovative pest management solutions. We are committed to providing top-notch customer experiences while fostering a supportive and rewarding work environment for our team.
Position Overview:
The Sales & Retention Specialist will play a dual role, combining sales expertise with customer retention strategies. This position is responsible for converting incoming leads into sales opportunities, while proactively saving customers who express a desire to cancel services. The ideal candidate is a strong communicator who can balance sales acumen, problem-solving skills, and exceptional customer care to drive revenue growth and customer loyalty.
Key Responsibilities:
Customer Retention Duties:
- Field incoming cancellation inquiries via phone or follow up on the cancel callback list to retain customers.
- De-escalate customer issues through active listening, creative problem-solving, and service recovery strategies.
- Investigate underlying cancellation reasons and propose solutions to address customer concerns and prevent churn.
- Utilize approved resolution pathways, pricing programs, and service knowledge to retain customers effectively.
- Rebuild and strengthen customer relationships, reinforcing trust and satisfaction in Pest-X's services.
- Document all interactions, save attempts, and outcomes accurately in company systems.
Inbound Sales Duties:
- Respond to inbound sales calls, webform inquiries, and web chats to provide tailored solutions for new customers.
- Drive lead conversion by leveraging call scripts to sell Pest-X's range of services.
- Oversee lead management processes, ensuring timely follow-up and documentation in the CRM system.
- Implement remarketing strategies to upsell or cross-sell services to existing customers.
- Collaborate with leadership to improve sales scripts and identify new opportunities for growth.
Cross-Functional Responsibilities:
- Respond professionally to online reviews and engage with customers on digital platforms to enhance reputation.
- Assist with filling branch office duties, including handling calls during peak times or staff shortages.
- Collaborate with other departments (Customer Service, Operations, Field) to resolve complex issues.
- Participate in ongoing training and development to stay informed about company services, sales techniques, and customer retention strategies.
Qualifications and Skills:
- High School Diploma or GED required.
- 2+ years of experience in sales, customer service, or retention roles (pest control industry is a plus).
- Strong problem-solving abilities with a customer-first mindset.
- Excellent verbal and written communication skills with the ability to adapt to various customer interactions.
- Proven ability to handle objections, de-escalate conflicts, and close sales.
- Detail-oriented with strong time management and organizational skills.
- Ability to work autonomously, demonstrate resilience, and maintain a sense of urgency when addressing customer concerns.
- Familiarity with CRM systems and lead management tools (PestPac experience is a plus).
- Must be able to work 40+ hours per week, including occasional Saturdays as needed.
- Valid driver's license and ability to pass a background check.
Compensation & Benefits:
- Competitive base salary ($40,000) with performance-based commission, bonuses, and incentives.
- 401K program with company match.
- Elective dental, short- and long-term disability, and accident insurance.
- 7 Paid Time Off (PTO) days and 9 paid holidays. Additional PTO is granted based on years of employment, with accrual increasing with tenure.
- Opportunities for advancement and ongoing professional development.
- Supportive, collaborative work environment with the opportunity to make a direct impact on business growth.
Why Join Pest-X Exterminating?
At Pest-X, you'll be part of a trusted, customer-focused company with a strong reputation for excellence. If you are a motivated professional who thrives in a fast-paced environment and enjoys solving challenges while helping customers, we'd love to have you on our team.