Retention Specialist

Duties and Responsibilities

• Customer Retention & Win-Back
• Proactively contact lapsed and at-risk contractor accounts via phone, email, and text.
• Execute structured win-back campaigns.
• Identify the root cause of customer attrition, pricing, service gaps, competitor offers, or relationship issues and address them directly.
• Negotiate pricing and incentives within pre-approved parameters to win accounts back.
• Maintain consistent follow-up cadences and document all outreach activity in the CRM.
• Account Management & Relationship Building
• Serve as the ongoing point of contact for a defined portfolio of contractor accounts.
• Build genuine relationships with HVAC contractors and purchasing contacts.
• Partner with outside sales reps and branch managers to align strategy for key customers.
• Monitor account purchasing trends for retention and growth opportunities.
• Sales & Revenue Growth
• Identify upsell opportunities, introducing product lines, promotions, or loyalty programs.
• Meet or exceed monthly retention, win-back rate, and revenue recovery targets (KPIs).
• Leverage promotions and other tools to support re-engagement outreach.
• Reporting & Process Improvement
• Log all customer interactions and outcomes accurately in CRM, Salesforce.
• Track and report win-backs, pipeline, and revenue recovered through CRM.
• Provide feedback on recurring customer objections and pain points to sales leadership.

In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.

Required Qualifications

• 2+ years of Inside Sales, Customer Retention, Account Management, or HVAC experience
• Demonstrated ability to meet outbound call volume and conversion targets
• Strong verbal and written communication skills
• Proficiency with CRM systems and Microsoft Office (Excel, Outlook)
• High school diploma or GED required

Preferred Qualifications

• Experience in HVAC, plumbing, electrical, building materials or distribution
• Familiarity with HVAC products, equipment, and contractor business models
• Experience with industry CRM platforms: Salesforce, AS400
• Associate or bachelor's degree in business
• Prior experience in a win-back, saves, or customer loyalty role

Education Requirements: High School or GED

Years of Experience:2 Years 2+ years of Inside Sales, Customer Retention, Account Management, or HVAC experience

Work Environment: Office Setting

Physical Demands Demand Frequency

Sedentary - Lifting 0-10 pounds Never

Light Lifting - 10-20 pounds Never

Moderate Lifting - 20 to 50 pounds Never

Heavy Lifting - 50 to 100 pounds Never

Pulling/Pushing, Carrying Never

Reaching or working above shoulder Never

Walking Frequent

Standing Frequent

Sitting Constant

Stooping Never

Kneeling Never

Repeated Bending Never

Climbing Never

Desk Work/Computer use/Telephone use Constant

Operating a motor vehicle Never

Operating a commercial vehicle Never

Operating warehouse equipment, forklift, baseloid lift etc Never

Other - Talk, Drive, visit customers etc. Constant

EEO Statement

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.