Customer Solutions Specialist - Pest Control

Description

Aruza is a people-focused organization dedicated to providing exceptional pest control services while fostering personal and professional growth for our team members. We are a dynamic and fast-growing organization at the forefront of transformational change. We are committed to process improvement, innovation, and building a talented team to drive our mission forward.

Aruza Pest Control is seeking a motivated, customer-focused Customer Solutions Specialist to join our team. The Customer Solutions Specialist is responsible for helping customers find solutions to their pest control needs, resolving concerns, strengthening customer relationships, and reducing customer cancellations.

This role is ideal for someone who is an excellent communicator, enjoys helping people, and is comfortable having conversations around pricing, service concerns, scheduling, and customer expectations. The successful candidate will listen carefully, understand the customer's needs, and confidently present solutions that create value for both the customer and Aruza.

The Customer Solutions Specialist plays an important role in protecting customer relationships and supporting Aruza's continued growth through exceptional customer service and retention.

Key Responsibilities: 

Customer Retention & Loyalty

• Engage with customers who are considering canceling or discontinuing service.
• Identify the reason behind the customer's concern and determine the appropriate solution.
• Use effective communication, problem-solving, and relationship-building skills to retain customers.
• Educate customers on the value and benefits of their Aruza service.
• Identify opportunities to strengthen customer loyalty and improve the overall customer experience.
• Follow established retention strategies, offers, and company guidelines.
• Proactively connect with new, at-risk, and existing customers to ensure service quality and satisfaction.

Customer Solutions

• Listen to customer concerns and determine the best course of action.
• Resolve issues related to service, scheduling, billing, pricing, and overall customer experience.
• Coordinate with Branch Operations, Service, Sales, and Customer Support teams when additional assistance is required.
• Recommend appropriate solutions based on each customer's individual needs.
• Take ownership of customer issues through resolution whenever possible.
• Document customer interactions and solutions accurately in company systems.

Customer Experience

• Deliver a professional, friendly, and positive customer experience on every interaction.
• Build trust and rapport with customers through active listening and clear communication.
• Handle difficult or escalated conversations professionally and confidently.
• Turn potentially negative customer experiences into opportunities to strengthen the relationship.
• Maintain a customer-first approach while protecting the company's interests.

Sales & Revenue Opportunities

• Identify opportunities to recommend additional services or solutions when appropriate.
• Present service upgrades, add-on services, or alternative service options based on customer needs.
• Partner with sales and operations teams to ensure customers receive the appropriate services.
• Support customer lifetime value and revenue retention goals.

Administrative & Performance Responsibilities

• Maintain accurate customer records and documentation.
• Follow established policies, procedures, and retention guidelines.
• Meet or exceed individual and team performance goals.
• Track and monitor customer retention, save rates, customer satisfaction, and other key performance metrics.
• Maintain a high level of productivity and professionalism in a fast-paced environment.

Requirements

• 1+ years of experience in customer service, inside sales, account management, retention, or a related field preferred.
• Strong verbal and written communication skills.
• Excellent listening and problem-solving abilities.
• Comfortable handling difficult or emotionally charged customer conversations.
• Ability to confidently discuss pricing, services, and solutions.
• Strong ability to build rapport and establish trust quickly.
• Goal-oriented and motivated by measurable results.
• Ability to work independently while also collaborating effectively with a team.
• Strong attention to detail and organizational skills.
• Comfortable working with CRM, customer service, and computer-based systems.
• Previous experience in pest control, home services, telecommunications, insurance, or another recurring-service industry is a plus.

Aruza Pest Control is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.