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Retention Specialist – HouseCall Pro

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The Role: Retention Specialist

As a Retention Specialist, you are a great communicator who is comfortable taking on complex projects with a diverse set of stakeholders. You believe that great isn’t good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your projects.  

Our Retention team is extraordinary. Empathetic, hard working, and focused on partnering with our service professionals. Our success is their success. Our team of entrepreneurial, enthusiastic and client-focused team members are the “human face” of Housecall Pro, helping our service professionals to operate and to grow their businesses.

What you’ll be doing:

  • 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

Qualifications:

  • 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.