Retention Specialist

Summary

Join Housecall Pro as a Retention Specialist and build strong relationships with home service professionals. You will own the relationships with assigned Pros who have experienced billing issues, focusing on retention and product satisfaction. This role requires excellent communication, analytical skills, and the ability to develop and implement standard operating procedures. You will work with various teams to ensure client success and proactively seek ways to improve the retention experience. Housecall Pro offers a generous benefits package including health insurance, paid time off, and a supportive work culture.

Requirements

• Bachelor's degree preferred, but not required
• 2-4 years of full-time sales and/or customer support experience
• Demonstrated experience meeting sales metrics
• Experience in developing relationships with customers and serving as a consultant
• Professional attitude and demeanor when interacting with others

Responsibilities

• Own overall relationship with assigned Pros who have failed billing, which include: Establishing a trusted and strategic relationship with each assigned Pro and drive continued value of our products and services
• Resale value on using HCP, work through challenges preventing onboarding to ensure retention and product satisfaction
• Prompt attention to details and timelines with the ability to leverage action
• Create and Implement Standard Operating Procedures for : Active and inactive failed billing outreach
• Responding to failed billing emails
• Updating CC info and plan of action for product success
• Ability to effectively communicate client information across teams – sales, tech, customer and product support
• Innovate on current processes and proactively seek ways to improve the retention experience
• Develop processes that distinguish our brand by exceeding customer expectations

Benefits

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