[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.ResponsibilitiesOwn 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 cancellationMaking outbound dials to a book of business of at-risk ProsUse curiosity and consultative selling skills to uncover the true reason behind cancellation intentCoach Pros through their options so they can make informed decisions for their businessWhen appropriate, work with Pros in real time to resolve issues and remove blockersCreate a clear 30-day path forward to help Pros realize value after a saveFollow up with Pros after a successful save to ensure they are getting the outcomes they were looking forSupport billing-related retention efforts, including updating payment information and recovering failed paymentsSkillsBachelor's degree preferred, but not required1+ years of full-time sales or retention experienceDemonstrated experience meeting or exceeding metrics and KPIsComfort in the uncomfortable; ability to use strong consultative selling and objection handlingEmpathy, curiosity, and the ability to listen and adapt in real timeExperience using AI tools to increase quality and efficiency of workBenefitsHealth care insurance (medical, dental, vision, disability)Employee assistance program401(K)Flexible time offPaid parental leaveTech reimbursementOther company benefitsCompany OverviewHousecall Pro is a developer of a mobile software platform used to connect back-end business operations and homeowners. It was founded in 2013, and is headquartered in Denver, Colorado, USA, with a workforce of 1001-5000 employees. Its website is http://www.housecallpro.com.



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