Remote Customer Service Retention Specialist (Call Center)

**Bug Shark Pest Control** – Remote **Pay:** $20/hr \+ Commission **Position Status:** Full\-Time (W2\) **Why You’ll Love Working Here** At Bug Shark, our mission is simple: provide world\-class pest control solutions with a focus on elite customer service. We don’t just kill bugs; we provide peace of mind. Here’s what you can expect when you join us: * **A Positive Culture:** A values\-driven workplace built on respect, integrity, teamwork, and owning our actions. * **Growth Opportunities:** Training, mentorship, and real career development pathways. Our long\-term outlook guides us to make decisions that build a prosperous future. * **Collaboration:** Collaborate, support, and succeed together. Be a part of a team where your ideas are valued and your contributions matter. * **Impactful Work:** The chance to make a real difference in how we serve our customers and communities. We strive to be a 5\-star company, exceptional in service, communication, and customer focus. * **Recognition:** We celebrate wins together and recognize milestones and achievements. We are looking for a high\-energy, organized, and efficient call center agent to help be the voice of our fast\-paced and growing company. This role will also provide support across multiple brands within our portfolio. **Mission Statement** "Eliminating Pests, Enhancing Lives" At Bug Shark, our mission is to deliver exceptional pest control solutions to protect homes and businesses while creating lasting peace of mind. Through teamwork, communication, innovation, and a commitment to a 5\-star service, we strive to build a better future for our customers, employees, and communities. **What You’ll Do** As a retention specialist, you are the heartbeat of our operations. Your day will include: **Inbound Retention:** * Handle inbound calls from customers requesting to discontinue their service(s) * Build rapport, identify the root cause of the dissatisfaction, and present personalized solutions that encourage customers to remain with our company **Problem Solving \& Conflict Resolution:** * Take ownership of customer concerns, from start to finish, by actively listening and critically thinking to retain accounts * De\-escalate customers and navigate difficult conversations while maintaining a positive, empathetic, and solution\-focused approach. * Collaborate with other departments and managers when needed **Scheduling \& Account Management:** * Update account information, process requests, review service history, and coordinate appointments * Record detailed and accurate documentation of customer interactions within our CRM **Customer Focus \& Relationship Building:** * Deliver 5\-star customer experience with every interaction * Educate customers on service account options and available solutions to best meet their needs * Build trust and long\-term relationships that strengthen customer loyalty and satisfaction **Outreach:** * Making outbound calls for service follow\-ups,