Customer Retention Agent

Description

About Hawx

Hawx Pest Control is a technology-driven company that is revolutionizing the pest management industry. Hawx serves a crucial public health function by using state-of-the-art equipment and environmentally conscious products to protect the people and places our customers love. At Hawx we pride ourselves on our internal company culture. Our team members benefit from being part of a company that actively rewards employees for being team players while providing ample opportunity for personal and professional growth. We understand how important it is to recruit and reward people who are enthusiastic about developing their careers and opening new opportunities while delivering a best-in-class customer experience.

Job Summary

We are seeking skilled Retention Team members who can support customers across all communication channels and assist with retention, billing, scheduling, customer care, and other areas as needed.

Ideal candidates will bring strong critical-thinking skills and exceptional empathy to understand and address customer needs. They will deliver outstanding service by listening actively, resolving concerns, and offering tailored solutions that build trust and strengthen customer relationships.

DETAILS

• Full-time position
• $16 - $18 per hour

Requirements

Responsibilities

• Handle inbound and outbound calls with customers who are considering canceling their services or need assistance with other concerns.
• Use active listening and critical thinking to identify customer needs, resolve concerns, and recommend effective solutions.
• Deliver exceptional customer service by demonstrating empathy, patience, and professionalism in every interaction.
• Maintain accurate, detailed customer records, including interaction notes, actions taken, and outcomes.
• Identify opportunities to retain customers and recommend services that align with their needs.
• Share customer feedback and insights with the team to improve service and strengthen retention efforts.
• Manage time effectively, adhere to assigned schedules, and meet call-readiness and availability standards.Qualifications

TRAITS

• Reliable: Establishes and upholds our company culture and values. Believes in the company mission and the Hawx culture of excellence. Shows up on time and gets the job done. Stays on top of tasks and manages time and responsibilities well.
• People Person: Keeps things positive and energizes people. Adaptable and flexible while working with different personality styles. Develops strong working relationships with team members from different departments. 
• Strong Communicator: Effectively conveys ideas and information in a way that is suited to different audiences and personalities. Actively listens to and directly addresses customers' concerns.  Constructively receives and incorporates feedback and coaching from team leaders.
• Composed Under Pressure :  Ability to regulate their own emotions while in highly stressful conditions.   Capability of maintaining control and guiding the conversation to resolve complex issues.  

SKILLS

• Technical Competence: Proficient with commonly used documents and software (word processing, spreadsheets, etc.) and capable of learning new software in a fast-paced environment. Familiarity with Google Workspace tools is a plus.
• Problem-solver: Has the ability to actively listen to the customer, accurately identify the issue and efficiently offer viable solutions. Pays close attention to the details and has a keen sense for what’s not working and how it can be improved.
• Operational Efficiency: Understands operational processes and workflow optimization strategies to enhance productivity and efficiency.
• Organization and Time Management: Able to prioritize tasks while staying on top of multiple workflows in process and to achieve those tasks on time and on target.

EXPERIENCE & OTHER REQUIREMENTS

• Must pass required background check
• 1+ year of experience in sales or customer service role, preferably in a call center environment. Previous retention experience is highly preferred.

Benefits

• Medical, dental, vision, life insurance  
• 401K with company match
• Paid Parental Leave
• PTO and Paid Holidays
• On Demand Pay
• Employee Assistance Program (EAP)
• Short and Long Term Disability 

Hawx Services, LLC is an Equal Opportunity Employer committed to fostering an inclusive work environment with the most qualified employees. Both in our hiring process and in the experiences that our team members have as employees, Hawx is committed to diversity, equity, and inclusion. Accordingly, Hawx is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, sexual orientation, age, marital status, disability, gender identity, or veteran status.