Customer Engagement & Retention Specialist
About The Position
Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths and doors. They are a third-generation, family-owned and operated company, committed to quality craftsmanship and long-term customer relationships, proudly serving multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. Joyce manufactures the majority of its own products, ensuring superior quality and supporting local communities. The company is hiring a Customer Engagement & Retention Specialist to drive repeat business and referrals from its existing customer base. This role is an extension of the call center operation, involving high-volume customer outreach and targeted campaign execution. The specialist will re-engage previous customers through phone conversations, email, and text campaigns, and referral initiatives. This is a performance-driven role requiring strong communication skills, a friendly and outgoing approach, and the ability to connect with customers while managing campaign strategy. The position is crucial for converting past customers into new opportunities by building relationships, driving appointments, and generating referrals.
Requirements
- 2+ years of experience in call center, inside sales, customer retention, or campaign marketing
- Strong phone presence with the ability to engage, build trust, and drive action
- Comfortable working in a performance-driven environment with activity and results tracking
- Experience with customer lists, segmentation, or CRM systems
- Highly organized and able to manage multiple campaigns and priorities
- Outgoing, energetic, and confident communicating with customers
Nice To Haves
- experience managing calling teams, events, or referral programs
Responsibilities
- Actively engage previous customers through outbound calling to generate appointments and referrals
- Serve as an extension of the call center team with clear performance expectations tied to outreach and results
- Build rapport quickly with customers through friendly, professional phone conversations
- Segment customer lists and execute targeted outreach campaigns
- Create and manage email and text campaigns including promotions, events, and referral incentives
- Track and manage referral rewards, ensuring timely communication and fulfillment
- Oversee and support calling efforts including list management, scripting, and performance tracking
- Assist with customer service follow-up to maintain strong relationships and brand loyalty
- Support showroom traffic and customer events to drive engagement
- Monitor and report on campaign performance including appointments, referrals, and conversion metrics
Benefits
- Health, Dental, Vision Insurance
- 401k with 25% company match (no cap)
- PTO and vacation
- Employee discount on home improvement services
- Employee referral bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
