Customer Retention Manager
4 days ago
Tampa
Job Description Customer Retention Manager Rocket Pest Control is hiring a Customer Retention Manager to lead our call center retention team and reduce customer churn across a recurring service base. You will own retention performance, build and run cancellation prevention ("save" programs, and use data - plus emerging AI tools - to proactively identify at-risk customers, improve the customer experience, and increase lifetime value. • Lead & coach a team retention/customer service representatives, • Own retention results: churn/cancellation rate, save rate, CSAT/NPS, and call conversion, • Build playbooks: scripts, objection handling, and call flows that consistently save customers, • Use analytics & AI (predictive churn, sentiment/call analytics, automation) to drive continuous improvement, • Collaborate cross-functionally with Operations, Sales, and Marketing to address churn drivers What You'll Do: • Manage, coach, and develop a team of retention specialists; set clear expectations, KPIs, and quality standards, • Monitor calls, provide real-time coaching, and conduct performance reviews to improve outcomes, • Create schedules and ensure adequate coverage during peak periods, • Design, implement, and continuously refine structured customer "save" programs for cancellation requests, • Develop scripts, objection-handling frameworks, and call flows that improve save rate and customer experience, • Analyze cancellation drivers (price, service quality, frequency, competition) and recommend soluions, • Oversee escalated complaints and service recovery' ensure timely follow-up for at-risk customers, • Partner with Operations/Branch leaders to resolve recurring service issues and reduce early-life churn, • Track and report retention metrics (churn, cancellation, save rate, conversion, CSAT/NPS); build dashboards and present insights to leadership, • Leverage AI-enabled tools (predictive churn, call sentiment analysis, automation) to improve segmentation, scripting, and efficiency, • Support with-back and loyalty efforts, including targeted outreach for high-value or at-risk accounts and identifying upsell/cross-sell opportunities What You Will Bring Education: High School diploma or equivalent. Experience: * • 3-5 years of experience in customer retention, call center management, or customer success, • 2+ years of supervisor/team lead experience (coaching, performance management, scheduling/workforce coordination, and managing attendance/productivity/quality), • Strong analytical skills with the ability to turn customer data into actionable improvements, • Excellent written and verbal communication; professional, results-oriented and team focused, • Working knowledge of Microsoft Word, Excel, and Outlook required., • Familiarity with call center technologies and scheduling/workforce tools, • Strong problem-solving, decision-making, and data interpretation skills., • Reliable transportation; ability to pass a criminal background check and pre-employment drug screen Why You'll Love Working at Rocket We are a values-driven team that takes pride in doing great work and delivering an exceptional customer experience. Our Rocket Core Values guide how we lead, collaborate, and improve every day. · Reliability: Doing what we say we’ll do, with a commitment to quality, safety, timeliness, and continuous improvement. · Ownership: Embracing accountability and being proactive to ensure that our work is always handled with pride. · Customer Focus: Prioritizing customer satisfaction through effective communication and support. · Knowledge: Maximizing first-class tools, training, and experience to be the very best. · Excellence: Delivering the highest level of service through passion and commitment. · Teamwork: Developing strong relationships fortified in transparency, collaboration, and inclusion. Your Rewards • 8 Company-paid Holidays per year, • Earn up to 10 Days of Paid-Time Off per year, that increases with tenure, • Company-Paid group life insurance, Short-Term Disability, • Medical, Dental, and Vision plans, • Retirement Plans with Company match including 401k up to 5%, • Employee Assistance Program Working Environment Work is performed in a standard office setting with moderate noise levels. The role requires managing multiple projects and frequent interruptions to address the needs of employees, customers, and senior leadership. Department: Call Center Reports to: Vice President, Sales & Operations Job type: Full-time (Salaried) Schedule and Location: Monday - Friday, with occasional Saturdays. Call Center Hours: 7:30AM - 6:00 PM 5840 W. Cypress Street, Suite F, Tampa, FL 33607 Rocket Pest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please let our recruitment team know. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.