LTV Agent

We are seeking a hard-working, innovative, detail-oriented and creative team player to join our Aptive team! This is a full-time LTV Agent position located in Provo, Utah. The individual we are looking for is someone who enjoys working in a team environment and excels at an individual level. LTV Agents are responsible for increasing Customer Lifetime Value by retaining at-risk accounts, proactively securing renewals and upgrades, and supporting service recovery efforts. This role handles inbound cancellation requests with a focus on saving the customer through tailored solutions, while also conducting outbound outreach to re-engage inside sales customers who have not received their initial service.

What we offer:

• $8 per hour plus commission - $20 per save!

• Group Health, Dental, and Vision plans

• Pet insurance, Life insurance, and EAP benefits

• 401K with employer match up to 4%

• Paid holidays and paid time off

• Opportunity for advancement

• Upbeat and exciting company culture and much more!

Responsibilities include:

• Handle inbound cancellation calls to identify concerns, offer solutions, and retain customers

• Conduct outbound calls to proactively secure renewals, upsell services, and upgrade existing accounts

• Follow up with inside sales customers whose initial service was not completed to reschedule and recover the sale

• Document all interactions and outcomes accurately in the CRM to ensure proper follow-up and reporting

• Collaborate with internal teams (Inside Sales, Customer Service, Field Ops) to resolve issues and share customer feedback

• Perform other related duties as needed/assigned

Qualifications:

• Persuasive problem-solving and negotiation abilities to retain and upsell customers

• Ability to analyze customer needs and recommend solutions aligned with business goals

• Strong verbal communication and active listening skills with the ability to build rapport quickly

• Proficiency in handling difficult conversations with empathy, professionalism, and confidence

• Understanding of customer service principles and experience navigating CRM or call center software

• Organized and self-motivated, with the ability to manage outbound call queues and follow-up tasks

• Familiarity with pest control services and scheduling processes (preferred but not required)

• Goal-oriented mindset with a focus on KPIs such as retention rate, upgrade conversion, and call quality

Requirements:

• 1+ years of call center experience. Customer service or sales environment is preferred

Aptive Environmental:

Aptive Environmental provides pest control services to 34 states in the US. Co-founded in 2015 by Vess Pearson and David Royce, Aptive launched with the clear intention of becoming a world-recognized brand.

In 2021, Aptive was included in Inc. Magazine’s “Best in Business” list of companies that make a positive impact. Aptive is also featured on Glassdoor's 2019 list of Top 100 US workplaces and is ranked one of Entrepreneur Magazine's Best Companies in America. We are a proud member of the EPA's Pesticide Environmental Stewardship Program and have partnered with the United Nations Foundation’s "United to Beat Malaria" to help stop the spread of malaria transmitted by mosquito bites.

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please inform your recruiter.