Retention Specialist

Housecall Pro

4h•Remote

About The Position

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. As a Retention Specialist, your job is to have thoughtful, high-impact conversations with Pros who are at risk of canceling or actively requesting to cancel Housecall Pro. You bring curiosity, empathy, and consultative selling skills to understand the real reason a Pro is considering leaving and help ensure they have the right information to make the right decision for their business — whether that decision is to stay with us or not. At your core, your role exists to give Housecall Pro a second chance at the relationship. When staying with us is the right move, you work side-by-side with the Pro to solve problems in real time, coach them through next steps, and create a clear vision for the next 30 days so they can realize the value they’re seeking. Our Retention team partners closely with service professionals at critical moments. This work requires empathy, strong listening skills, and the ability to balance customer advocacy with business outcomes. Your success is directly tied to Pro success — when they win, we win.

Requirements

1+ years of full-time sales or retention experience
Demonstrated experience meeting or exceeding metrics and KPIs
Comfort in the uncomfortable; ability to use strong consultative selling and objection handling.
Empathy, curiosity, and the ability to listen and adapt in real time
Experience using AI tools to increase quality and efficiency of work

Nice To Haves

Bachelor's degree preferred, but not required.

Responsibilities

Own overall relationship with assigned Pros who are requesting to cancel or are at risk of canceling, including:
Taking live transfer calls from Support for Pros requesting cancellation
Making outbound dials to a book of business of at-risk Pros
Use curiosity and consultative selling skills to uncover the true reason behind cancellation intent
Coach Pros through their options so they can make informed decisions for their business
When appropriate, work with Pros in real time to resolve issues and remove blockers
Create a clear 30-day path forward to help Pros realize value after a save
Follow up with Pros after a successful save to ensure they are getting the outcomes they were looking for
Support billing-related retention efforts, including updating payment information and recovering failed payments

Benefits

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
health care insurance (medical, dental, vision, disability)
employee assistance program
401(K)
flexible time off
paid parental leave
tech reimbursement
other company benefits