Specialist, Retention
Housecall Pro · United States
- On site
- United States
About the role
Why Housecall Pro?
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.
We also offer:
- 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
Role Overview:
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.
What you do each day:
- 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
Qualifications:
- 1+ years of experience in a similar customer-facing, sales, or retention role
- Bachelor’s degree or equivalent work experience preferred
- Experience with CRM systems and software is a plus
- Experience owning or operating a home services company is a plus
What you do each day:
- 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
Location Dependent Information:
This role is open to candidates and the expected compensation range for this role is $27.88-$33.65/hour (includes base and potential performance bonus). The specific hourly rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.
Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.
Housecall Pro’s brand portfolio includes Business Coaching by Housecall Pro, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.
We support more than 50,000 businesses and have over 2,000 ambitious, mission-driven, genuinely fun-loving teammates across the globe. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.
Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. #LI-Remote
Privacy Notice for California Job Candidates - Housecall Pro
Use of Artificial Intelligence in Hiring and Engagement Processes: we may use artificial intelligence (AI)-powered tools to support the review and evaluation of employment and independent contractor applications, including screening and qualification assessments. All final hiring and engagement decisions are made by human representatives, not AI tools.