[Remote] Retention Specialist

Note: The job is a remote job and is open to candidates in USA. Housecall Pro is dedicated to helping home service professionals streamline their operations and improve their businesses. The Retention Specialist role involves engaging with Pros who are at risk of canceling their services, using empathy and consultative selling skills to understand their concerns and help them make informed decisions. The specialist will work closely with these Pros to resolve issues and ensure they see the value in continuing their relationship with Housecall Pro.

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

Skills

• Bachelor's degree preferred, but not required
• 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

Benefits

• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401(K)
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits

Company Overview