Customer Engagement & Retention Specialist
About The Position
Joyce is hiring a Customer Engagement & Retention Specialist to drive repeat business and referrals from our existing customer base. This role is an extension of our call center operation, combining high-volume customer outreach with targeted campaign execution. You will be responsible for re-engaging previous customers through phone conversations, email and text campaigns, and referral initiatives. This is a performance-driven role that requires strong communication skills, a friendly and outgoing approach, and the ability to connect with customers while managing campaign strategy. You’ll play a key role in turning 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
