Retention Specialist VA

Who We Are:

Native Pest Management is a local, family-owned business providing pet-friendly and environmentally responsible pest control services across Florida. We take pride in using safe, ethical practices and go above and beyond to exceed customer expectations every day.

We are proud to have earned a place on the Inc. 5000 List of the Fastest Growing Companies in the United States from 2021 to 2025, as well as the 2021 Better Business Bureau Torch Award for Ethics. These recognitions reflect our commitment to quality and integrity in everything we do. Additional recognitions include:

• Recognized in the PCT Top 100 as one of the largest and fastest-growing pest control companies in North America


• Named to the Gator100 List of fastest-growing Gator-led companies four years in a row, ranking No. 24 in 2025


• Ranked #1 Pest Control Company in Florida by Top Rated Local™ based on more than 10,000 five-star reviews


• Winner of the 2023 FLCAJ Readers’ Choice Platinum Award for pest control services

Your Opportunity:

We are seeking a highly motivated and customer-focused Retention Specialist to join our customer service team at Native Pest Management! The Retention Specialist will be responsible for handling customer complaints and working towards avoiding service cancellations. The ideal candidate will have exceptional customer service skills, strong communication skills, and the ability to handle difficult situations with professionalism and tact. We are looking for someone who can rebuild and reinforce positive working relationships with our valued customers.

What You’ll Be Doing:

• Handle customer complaints and concerns regarding our services


• Work with customers to find solutions to their issues by using problem-solving skills to identify and address the root causes of customer complaints


• Collaborate with other departments to resolve customer issues and improve the overall customer experience


• Monitor customer accounts to identify potential issues that could lead to service cancellations


• Develop and implement strategies to improve customer retention rates


• Maintain accurate records of customer interactions and issue resolutions


• Displaying effective communication via multiple platforms directly with the customer


• Pro-actively reach out to clients to identify and address any concerns early in their customer experience with our company


• Assist in identifying trends in cancellation data

Perks:

• 13th-month bonus
  


• 10 days of paid time (PTO) during the first year
  6 US Holidays (see note below)


• Paid Training


• Employee Referral Bonus
  

Specifics

Full-time role (40 hours per week)
Schedule: Monday–Friday, 8:00 AM – 5:00 PM EDT/EST (GMT-5), including a 1-hour unpaid lunch break. This role WILL require availability for a rotating half-day Saturday shift (8:30 AM–12:30 PM EST), approximately once monthly or more as needed.
Note: While three U.S. holidays are fully observed (Thanksgiving, Christmas, and New Years), there may be a need for coverage on other U.S. holidays such as Memorial Day, Independence Day (July 4th), and Labor Day due to high lead volume. This is rotational.

Requirements:

• Previous customer service or retention experience preferred


• Strong high-speed Wi-Fi


• Good microphone/headset


• Good camera
  


• Call center experience strongly preferred


• Experience with customer relationship management (CRM) software strongly preferred


• Working knowledge of office software


• Entry-level knowledge/skill proficiency with Google Suite including, Gmail, Google Sheets, Google Docs, etc


• Must be able to type at a minimum of 40+ words per minute (WPM)
  


• Exceptional written, verbal, and interpersonal communication skills
  

Why Native Pest Management:

• At Native Pest Management, we focus on creating long-term careers for our employees with clear paths for growth. Our goal is to become the largest privately held pest control company in Florida, which will continue to open doors for advancement.


• With over 10,000 five-star reviews across platforms like Google, Yelp, and Angie’s List, our team takes pride in delivering exceptional service that keeps customers coming back and referring us to others. That reputation is a direct reflection of the hard work and professionalism of our staff.


• The pest management industry is rapidly expanding and offers a recession-resistant career path.


• We are committed to providing valuable, comprehensive, and affordable benefits to our employees. Each year, we review our programs to ensure they continue to meet these goals and support our team’s evolving needs. We’re committed to your success now and in the future.
  
  
  

This role requires exceptional English language proficiency, with precise pronunciation and highly effective conversational skills, to ensure clear, confident, and professional communication with customers.

What to Expect During the Hiring Process:

Once you submit your application, our HR team may reach out for an initial phone or Zoom interview. Candidates who move forward may then be invited to an additional follow-up interview, via Zoom or GoogleMeet. The application process involves a review, and selected candidates may be invited for a screening or interview which may include a typing test. Applicants unwilling to participate in an interview or provide a video need not apply. Incomplete applications or those not following instructions will not be considered.

Background Check Statement:

Employment is contingent upon successful passing of the background check. An NBI clearance is required and will need to be accomplished within two weeks of the start date. 

Native Pest Management is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, pregnancy, or any other status protected by federal or Florida law.