Retention Specialist

Inside Retention & Win-Back SpecialistLooking for a cool job in a fast-paced environment with a dynamic team representing the industry leader in HVAC equipment? We are seeking a driven and relationship-focused Inside Retention & Win-Back Specialist to join our inside sales team. In this role, you will be the dedicated point of contact for HVAC contractors who have reduced or stopped purchasing from us.

Your role is to re-engage them, understand their needs, resolve any outstanding issues, and bring their business back. This is a high impact role with real revenue responsibility. The right candidate thrives on relationship building and isn't afraid to pick up the phone.Duties and ResponsibilitiesCustomer Retention & Win-BackProactively 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 BuildingServe 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 GrowthIdentify 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 ImprovementLog 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 Qualifications2+ years of Inside Sales, Customer Retention, Account Management, or HVAC experienceDemonstrated ability to meet outbound call volume and conversion targetsStrong verbal and written communication skillsProficiency with CRM systems and Microsoft Office (Excel, Outlook)High school diploma or GED requiredPreferred QualificationsExperience in HVAC, plumbing, electrical, building materials or distributionFamiliarity with HVAC products, equipment, and contractor business modelsExperience with industry CRM platforms: Salesforce, AS400Associate or bachelor's degree in businessPrior experience in a win-back, saves, or customer loyalty roleEducation Requirements: High School or GEDYears of Experience: 2+ years of Inside Sales, Customer Retention, Account Management, or HVAC experienceWork Environment: Office SettingPhysical Demands Demand FrequencySedentary - Lifting 0-10 pounds NeverLight Lifting - 10-20 pounds NeverModerate Lifting - 20 to 50 pounds NeverHeavy Lifting - 50 to 100 pounds NeverPulling/Pushing, Carrying NeverReaching or working above shoulder NeverWalking FrequentStanding FrequentSitting ConstantStooping NeverKneeling NeverRepeated Bending NeverClimbing NeverDesk Work/Computer use/Telephone use ConstantOperating a motor vehicle NeverOperating a commercial vehicle NeverOperating warehouse equipment, forklift, baseloid lift etc NeverOther - Talk, Drive, visit customers etc.

ConstantEEO StatementWatsco 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.