Senior Customer Care Specialist

Job Description

REQUIREMENTS

• Proficient in computer systems and CRM platforms (PestPac experience preferred)
• Demonstrated experience in customer retention, de-escalation, and conflict resolution
• Experience in a high-volume call center or customer support environment preferred
• Ability to analyze customer concerns, identify root causes, and deliver solutions that drive retention and satisfaction

RESPONSIBILITIES

• Comply with company safety policies and regulatory requirements, including accurate recordkeeping of product use, sales, and services
• Serve as the primary escalation point for complex customer concerns, including cancellation requests, with a focus on retention and resolution
• Engage with operations and corporate support teams to resolve issues and improve customer outcomes
• Communicate with customers to provide service information, schedule or adjust services, resolve complaints, and proactively retain accounts at risk of cancellation
• Answer high-volume inbound calls while maintaining service quality and efficiency
• Identify opportunities to retain and grow customer accounts through service adjustments, education, and upselling
• Accurately document all customer interactions, concerns, and resolutions in the CRM (PestPac)
• Make outbound calls related to collections and retention follow-up efforts as directed
• Participate in required training and meetings
• Perform other duties as assigned

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