Specialist, Retention
About The Position
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.
Requirements
- 1+ years of experience in a similar customer-facing, sales, or retention role
- Experience with CRM systems and software is a plus
- Experience owning or operating a home services company is a plus
- 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
Nice To Haves
- Bachelor’s degree or equivalent work experience preferred
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
