Specialist, Retention

About This Role

This role focuses on retaining the company's core customer base by improving the efficiency and effectiveness of interactions with service professionals. It suits a persuasive and customer-passionate communicator who thrives on identifying root causes and providing tailored solutions, while also being calm under pressure and comfortable managing difficult conversations.

Responsibilities

• Conduct proactive and inbound Pro outreach, asking open-ended questions to identify root causes and offer solutions across multiple touchpoints
• Maintain positive working relationships with Pros to ensure a continued business partnership for HCP as a whole
• Collaborate with other departments by sharing data and insights to help make improvements to products and services upstream in the customer journey
• Achieve key performance indicators (KPIs) on a commission basis, including contacts per day, average talk time, retention rate, and quality assurance
• Track data insights within the CRM system to help inform upstream solutions aimed at reducing Pro cancellation requests
• Innovate on current processes and proactively seek ways to improve the retention experience and workflows

Requirements

• 1+ years of experience in a similar customer-facing, sales, or retention role
• Bachelor’s degree or equivalent work experience preferred
• Experience with CRM systems and software is a plus
• Experience owning or operating a home services company is a plus

Nice to have:

• Entrepreneurial and growth mindset, open to feedback as a means to learn, grow, and develop personally and professionally
• Lifetime learner who seeks out additional materials to build sales and business coaching skill set
• High level of comfort executing conversations over the phone with small business owners
• Mastered conflict resolution and active listening skills to understand both visible and invisible concerns
• Strong understanding of customer management and proven customer retention strategies
• Absolute attention to detail, organization, and a calm, professional demeanor
• Experience using AI tools to increase quality and efficiency of work

Benefits

• Generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from
• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• Flexible time off