Specialist, Retention

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
• What will help you succeed in this role:
• 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 your 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
• We support more than 40,000 businesses and have over 1,800 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we'd love to hear from you.
• Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer

Benefits

Additional Information

Why Housecall Pro? Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America's 100 million homes. We're all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and-ultimately-save time so they can be with their families and live well. While our headquarters are based in Denver, Colorado, our team spans the globe, with teammates across Brazil, Poland, the Philippines, Mexico, and beyond. We care deeply about our customers and foster a culture where our company, people and Pros grow and succeed together-no matter where they're based. Leadership is as focused on growing team members' careers as they expect their teams to be on creating solutions for Pros. We also offer: Why Business Coaching? Pros spend years in the trades, perfecting their skills "turning the wrench." Some make the decision to be their own boss, and then quickly realize that running a business is hard, and a completely different skillset they have yet to master. Business Coaching by Housecall Pro helps solve this problem by teaching Pros how to run a successful business, while maintaining a work-life balance. We also offer: A 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 Role Overview As a Specialist, Retention, you are a great communicator who thrives in identifying the root cause or concern. You are a high level critical thinker who can find the 'why' behind the 'why' and provide a tailored solution. You are responsible for helping to retain our core customer base by improving the efficiency and efficacy of your interactions with our service professionals (our Pros). You are persuasive, passionate about customers, calm under pressure, can easily build rapport, and are comfortable managing difficult conversations. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success. What you do Each Day 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 our 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

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