Customer Loyalty Admin

Job Description:

At Waynes, we believe that every interaction with our customers is a chance to build trust and loyalty. The Customer Loyalty Administrator plays a key role in supporting our customers after the sale—ensuring they feel valued, heard, and confident in choosing Waynes. This role combines top-tier customer service with strong administrative skills to create lasting relationships that drive retention and satisfaction.

Benefits:

• Medical, Dental, and Vision
• Employer-paid life insurance, and short-term disability
• 401k with company match
• Paid time off and 8 paid holidays

Key Responsibilities

1. Customer Care & Retention

• Serve as a primary contact for existing customers, responding to inquiries via phone, email, or chat promptly and professionally.
• Proactively follow up with customers to ensure satisfaction and resolve concerns with empathy and efficiency.
• Promote renewal opportunities, loyalty programs, and special offers to strengthen customer relationships.
• Coordinate service recovery efforts and assist in resolving escalations to ensure positive outcomes.

2. Administrative & CRM Management

• Maintain accurate and up-to-date customer records in the CRM system.
• Process renewals, cancellations, and account updates with accuracy and attention to detail.
• Generate and distribute invoices, service confirmations, and other customer documentation.
• Support reporting needs by compiling data related to renewals, customer feedback, and retention trends.

3. Collaboration & Communication

• Partner with internal teams—including Sales, Customer Experience, and Field Operations—to ensure seamless service delivery.
• Provide insights from customer interactions that help improve service quality and retention strategies.
• Assist in implementing customer loyalty campaigns, surveys, and follow-up initiatives.

4. Reporting & Continuous Improvement

• Track customer satisfaction scores, renewal rates, and feedback trends.
• Provide weekly and monthly reports highlighting key metrics and opportunities for improvement.
• Contribute ideas for enhancing customer experience and streamlining administrative processes.

Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Previous experience in a customer service, retention, or administrative role.
• Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook).
• Strong written and verbal communication skills with a customer-first mindset.
• Excellent organizational skills and attention to detail.
• Ability to handle multiple priorities in a fast-paced environment.
• Experience in the pest control or home services industry is a plus.