Retention Specialist

Job Title: Retention Specialist

Location: Boca Raton, FL (fully onsite)

Job Type: Full-Time

Reports To: Call Center Supervisor

Join the ProForce VIP Client Success Team!

Deliver WOW Moments. Win Back Loyalty. Make an Impact.

About Us:

At ProForce, we don’t just eliminate pests—we protect homes and build peace of mind. Our mission? Provide eco-friendly, people-first pest control with top-tier service that makes customers feel like VIPs. As one of the Southeast’s fastest-growing pest control companies, we’re expanding—and we want you to grow with us.
We're not your average company. We're high-energy, team-focused, and obsessed with results and relationships. Sound like your vibe? Keep reading.

The Role: VIP Client Success Team Member

You're not just in customer service—you’re on the front lines of loyalty. As a VIP Client Success Specialist, you’ll be the friendly voice, thoughtful problem-solver, and client-saving superhero our most valuable customers rely on.
When someone’s thinking about leaving ProForce? You’re the one who helps them stay. Through empathy, strategy, and charm, you’ll turn cancellations into conversations—and conversations into second chances.

What You’ll Be Doing:

Save the Day – One Client at a Time

• Respond to cancellation requests with empathy, urgency, and solutions.
• Handle escalations from our service agents and show clients we do care.
• Use scripts and savvy to address pain points and protect client relationships.
  

Win Them Back Like a Pro

• Spot opportunities in daily reports and reach out with enticing winback offers.
• Run retention campaigns, reconnect with past clients, and remind them why ProForce is the best.
• Collaborate with your leaders to refine outreach strategies based on feedback.
  

Be the Gold Standard

• Meet and exceed performance metrics like Handle Time, First Call Resolution, and more.
• Take pride in polished, on-brand communication across email, phone, and text.
• Log it all—accurately—in our CRM to keep the team in sync and the data clean.
  

Keep It Compliant

• Ensure every cancellation or save is documented and processed correctly.
• Assess fees, send official emails, and close loops so nothing slips through the cracks.
  

Grow with Us

• Get regular coaching and live call reviews to sharpen your skills.
• Join weekly team huddles where we share wins, overcome challenges, and celebrate together.

Collaborate Across Teams

• Partner with sales, field ops, and service pros to ensure a seamless client journey.
• Flag trends and suggest solutions—your voice matters here.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

What You Bring:

• High school diploma (or equivalent).
• Call center, sales, or upselling experience is a big plus.
• Clear, compassionate communication and active listening superpowers.
• A love for solving problems and making customers feel seen and valued.
• Confidence in handling high-pressure conversations with a calm, positive tone.
• Familiarity with CRMs and digital tools (bonus if you know FieldRoutes!).
• Multilingual? Pest control pro? Even better.

What’s In It For You:

• Competitive base pay + commission + bonus opportunities
• Health, dental & vision insurance
• Paid holidays and PTO (yes, time to recharge!)
• 401(k) with company match
• Ongoing training, mentorship, and career growth
• A culture that’s collaborative, driven, and downright fun

Ready to Join the Hive? 

If you’re the kind of person who loves a challenge, thrives in fast-paced environments, and believes every customer deserves VIP treatment—let’s talk. 

Apply now and help us keep the Southeast pest-free and customer-happy—one conversation at a time.

Equal Employment Opportunity:

ProForce Pest Control is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We also accommodate disabilities and pregnancy-related needs as required by law.