Sales Retention Specialist

About Hoffer Pest Solutions
At Hoffer Pest Solutions, we are committed to delivering exceptional customer experiences while protecting homes and businesses throughout South Florida. We believe in building lasting relationships with our customers through outstanding service, proactive communication, and innovative pest management solutions.

We are seeking a motivated, customer-focused Sales Retention Specialist to help strengthen customer relationships, retain existing accounts, recover lost opportunities, and identify additional service solutions that provide value to our customers.

Position Summary:
The Sales Retention Specialist plays a critical role in protecting and growing recurring revenue by reducing customer cancellations, recovering former customers, following up on unsold opportunities, and identifying service upgrade opportunities within our existing customer base.

This position serves as a bridge between Sales, Customer Service, and Operations to ensure customers receive an exceptional experience while maximising customer satisfaction and long-term loyalty.

What You'll Do
Customer Retention:

• Contact customers who have requested to cancel services.
• Understand and document reasons for cancellation.
• Present solutions and service recovery options.
• Coordinate with Operations and Customer Service to resolve concerns.
• Retain accounts whenever possible through proactive problem-solving.

Customer Recovery:

• Execute lost lead and win-back campaigns.
• Contact former customers to regain business.
• Follow up on unsold estimates and open opportunities.
• Maintain a consistent pipeline of recovery prospects.

Customer Health Monitoring:

Proactively contact customers identified as at-risk due to:

• Repeat service requests.
• Negative customer feedback or survey responses.
• Missed appointments.
• Service reschedules.
• Customer complaints.
• Escalated concerns.
• Multiple office contacts.

Revenue Growth:
Identify opportunities to expand services within existing customer accounts, including:

• Pest Control
• Mosquito Control
• Lawn Care
• Termite Protection
• Rodent Services
• Commercial Pest Services

Recommend solutions that provide increased protection and value for customers while supporting company growth.

Customer Experience:

• Conduct customer follow-up calls.
• Ensure service expectations are being met.
• Resolve concerns before they result in cancellation.
• Build long-term customer relationships through proactive communication.

What We're Looking For:

• Previous experience in sales, customer service, retention, account management, or inside sales preferred.
• Strong communication and relationship-building skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to confidently handle difficult conversations.
• Strong organisational and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using CRM and customer management software is preferred.
• Positive attitude and a customer-first mindset.

Why Join Hoffer Pest Solutions?

• Competitive hourly pay plus uncapped incentive opportunities.
• Growth and advancement opportunities.
• Supportive team environment.
• Industry-leading training and development.
• Opportunity to make a direct impact on customer satisfaction and company growth.

If you're passionate about helping customers, solving problems, and driving results, we'd love to hear from you.