Retention Specialist

Watsco, Inc.•Riviera Beach, FL

3d•Onsite

About The Position

Looking for a Cool Job in a fast-paced environment with a dynamic team representing the industry leader in HVAC equipment? We are seeking a driven and relationship-focused Inside Retention & Win-Back Specialist to join our inside sales team. In this role, you will be the dedicated point of contact for HVAC contractors who have reduced or stopped purchasing from us. Your role is to re-engage them, understand their needs, resolve any outstanding issues, and bring their business back. This is a high impact role with real revenue responsibility. The right candidate thrives on relationship building and isn’t afraid to pick up the phone.

Requirements

2+ years of Inside Sales, Customer Retention, Account Management, or HVAC experience
Demonstrated ability to meet outbound call volume and conversion targets
Strong verbal and written communication skills
Proficiency with CRM systems and Microsoft Office (Excel, Outlook)
High school diploma or GED required

Nice To Haves

Experience in HVAC, plumbing, electrical, building materials or distribution
Familiarity with HVAC products, equipment, and contractor business models
Experience with industry CRM platforms: Salesforce, AS400
Associate or bachelor’s degree in business
Prior experience in a win-back, saves, or customer loyalty role

Responsibilities

Proactively contact lapsed and at-risk contractor accounts via phone, email, and text.
Execute structured win-back campaigns.
Identify the root cause of customer attrition, pricing, service gaps, competitor offers, or relationship issues and address them directly.
Negotiate pricing and incentives within pre-approved parameters to win accounts back.
Maintain consistent follow-up cadences and document all outreach activity in the CRM.
Serve as the ongoing point of contact for a defined portfolio of contractor accounts.
Build genuine relationships with HVAC contractors and purchasing contacts.
Partner with outside sales reps and branch managers to align strategy for key customers.
Monitor account purchasing trends for retention and growth opportunities.
Identify upsell opportunities, introducing product lines, promotions, or loyalty programs.
Meet or exceed monthly retention, win-back rate, and revenue recovery targets (KPIs).
Leverage promotions and other tools to support re-engagement outreach.
Log all customer interactions and outcomes accurately in CRM, Salesforce.
Track and report win-backs, pipeline, and revenue recovered through CRM.
Provide feedback on recurring customer objections and pain points to sales leadership.
All other duties as assigned.