Client Intake & Retention Specialist

Client Intake & Retention Specialist

Industry:Home Security & Pest ControlLocation:RemoteEmployment Type:Full-Time | Independent ContractorSchedule:U.S. business hours with full Central Time (CST) overlap

About the Company

We are a rapidly growing U.S.-based home security and pest control company operating across the Southeast — Alabama, Tennessee, and the Gulf Coast — with active expansion into Texas, including San Antonio and Austin. We protect residential and commercial customers through professionally monitored security systems and comprehensive pest and termite protection, often partnering with homebuilders to cover new construction from day one.

We are growing quickly, but we work hard to feel like the local company we started as. Every customer interaction is expected to sound and feel like it's coming from someone down the street, not a call center. The people who represent us are a direct extension of that reputation.

About the Role

This is a new role created to solve three problems that have grown alongside the business, and it is deliberately broader than a traditional appointment setter.

First, inbound demand is outpacing the team's ability to respond quickly. When a customer calls or messages, we need someone who can pick up, handle the conversation without a rigid script, and either book the appointment or move a simple sale forward on the spot.

Second, our field sales reps need scheduling and follow-up support so their pipeline stays full and organized — without offloading the prospecting that makes them effective in their own territories.

Third, and most importantly, we have a recurring revenue base to protect. Each year we have several hundred termite customers rolling from complimentary first-year coverage into paid renewals. Roughly half renew on their own through email and mail. This person owns the other half — the customers who have gone quiet after multiple letters — and gets them on the phone, rebuilds the relationship, and secures the renewal and payment.

In short, you are the front door for inbound customers, the support engine for the sales team, and the safety net for renewals. This role has a clear path into an inside sales function for the right person.

Key Responsibilities

Inbound Intake & Sales Line Coverage
* Answer inbound calls, texts, and emails from prospective and existing customers
* Qualify the inquiry, answer basic product and service questions, and route or resolve appropriately
* Close straightforward sales directly when the opportunity is clear; hand off larger opportunities to the sales team cleanly
* Represent the company as a warm, local-sounding first point of contact
Appointment Scheduling & Sales Team Support
* Schedule consultations for the field sales team and maintain accurate, conflict-free calendars
* Follow up on missed calls, no-shows, and pending leads to keep the pipeline moving
* Coordinate with reps to ensure smooth handoffs and well-briefed appointments
Termite Renewal Retention & Collections
* Own the annual termite renewal cycle for customers transitioning from first-year coverage to paid renewal
* Proactively pursue non-responsive customers who have not answered mail or email outreach
* Reconnect by phone, communicate the value of continued coverage, and secure renewal commitments and payment
* Track renewal status and keep steady follow-up momentum throughout the year
CRM & Coordination
* Log all calls, outcomes, appointments, and renewal activity accurately in the CRM
* Keep customer records current and handoffs clean across the team
* Meet or exceed weekly targets across intake response, appointments booked, and renewals recovered

Required Qualifications
* 2+ years in a customer-facing role such as inside sales, customer success, client intake, or retention/collections
* Near-native, neutral English accent — customers must feel they are speaking with a local U.S. representative
* Strong phone presence and the ability to navigate unscripted conversations with confidence and warmth
* Comfort with light sales and persuasion, especially recovering quiet or hesitant customers
* Full availability during U.S. business hours with complete CST overlap
* Proficiency with CRMs and scheduling tools
* Reliable remote setup: quiet environment, strong internet, quality headset
* Typing proficiency (minimum 45 WPM at 95% accuracy)

Preferred Qualifications
* Experience in home services, pest control, home security, or insurance
* Background in renewals, collections, or account retention
* Prior experience supporting U.S.-based clients or customers
* Conversational or fluent Spanish (valuable as we expand in Texas; not required day one)

Ideal Candidate Profile

You are:
* A genuine people person who builds rapport fast and stays composed when a conversation goes off-script
* Persistent and resourceful — the kind of person who gets the customer who hasn't answered three letters to finally pick up the phone
* Organized enough to juggle inb