Sales & Retention Specialist

Sales & Retention Specialist

Location / Employment:Full-time, RemoteSchedule:Five 8-hour shifts within operating hours of 7:00 a.m. – 7:00 p.m., with a rotating Saturday requiredCompensation:Competitive base salary plus monthly performance-based incentive

About the Company

We are a rapidly growing U.S.-based pest control company serving residential and commercial customers. Our business runs on recurring service relationships, which means our success depends not just on winning new customers, but on keeping the ones we already have. Our Customer Success team sits at the center of both. As we scale, we are investing in people who can protect and grow the customer base one conversation at a time.

About the Role

This role exists at the two highest-leverage moments in the customer lifecycle: the moment someone decides whether to buy, and the moment someone decides whether to stay.

You will spend your day moving between two objectives. On one side, you are helping prospective customers understand their options and choosing the right pest control solution for their home or business. On the other, you are working directly with customers who have already decided to cancel, uncovering the real reason behind that decision and, where possible, saving the relationship.

This is not a scripted support role. It is a consultative, phone-forward position for someone who can listen closely, ask better questions than the customer expects, handle objections in real time, and change outcomes. You will hear "no" often. The people who do well here treat each one as information, not rejection.

Key Responsibilities

New Customer Sales & Consultation
* Consult with prospective customers to understand their needs and recommend the right pest control solution.
* Close new sales by building value and confidently addressing concerns and objections.
* Schedule initial services for new customers and set clear expectations from the first call.
Customer Retention & Saves
* Engage customers requesting cancellation and uncover the true reason behind the decision.
* Use consultative questioning and problem-solving to resolve concerns and retain the relationship.
* Surface solutions and options the customer may not have considered.
Account Reactivation & Growth
* Reactivate customers currently on hold.
* Recommend additional services when they genuinely fit the customer's situation.
Pipeline & Follow-Up Management
* Follow up with customers consistently across phone, text, and email.
* Maintain accurate lead and account tracking in the CRM.
* Share patterns and insights from your conversations that help the business improve retention and sales.
* Continuously deepen your knowledge of pests, rodents, and our service offerings.

Required Qualifications
* 2+ years in phone-based sales, retention, customer success, or a comparable high-conversation role.
* Demonstrated comfort with high-volume calls, objection handling, and rejection.
* Fluent, clear spoken and written English; confident communicating with U.S. customers.
* Experience working in a CRM and managing a follow-up pipeline.
* Reliable availability during U.S. business hours, including a rotating Saturday.

Preferred Qualifications
* Experience in pest control, home services, or another recurring/subscription-based service.
* Prior work in a dedicated retention or "save" function.
* Track record of hitting or exceeding sales or retention targets tied to incentive pay.

Ideal Candidate Profile

You are:
* Resilient— you recover quickly and bring steady energy to every call, even after a string of no's.
* Competitive— you are motivated by goals and take satisfaction in measurable results.
* Persuasive— you build trust and create value without pressure.
* Adaptable— you can move from a cancellation save to a new sales conversation without losing your footing.
* Self-motivated— you own your numbers and look for ways to get better.
* Emotionally intelligent— you read people well and adjust your approach to the person in front of you.
* A genuine problem solver— you dig past the first answer to find the real issue and the real opportunity.

Why Join Us

Your impact here is direct and visible. Every save you make and every customer you sign shows up in the business, and your compensation is built to reward it. If you are motivated by results and take pride in turning difficult conversations into lasting relationships, this is a role where that effort is seen and rewarded.