Position Overview:
As a Retention Specialist at Conquer, your role revolves around effective communication and problem-solving. You excel in uncovering the underlying reasons behind cancellation requests and tailor solutions accordingly. Critical thinking and asking the right questions are your forte as you engage with our service professionals (Pros) to enhance their experience and ensure their continued partnership with us. With a passion for customer success and a knack for managing challenging conversations, you play a vital role in retaining our Pros and driving the success of our team.
Our team at Conquer is dedicated, empathetic, and hardworking, with a shared commitment to improving the lives of our Pros. Their success is our success.
Key Responsibilities:
- Initiate proactive outreach to Pros through various channels to understand their concerns and provide solutions, often requiring multiple interactions.
- Foster positive relationships with Pros to sustain long-term partnerships.
- Collaborate with other departments to share insights and data, contributing to product/service enhancements.
- Meet key performance indicators (KPIs) on a commission basis, including daily contacts, average talk time, retention rate, and quality assurance.
- Utilize Salesforce to track data insights and inform upstream solutions, aiming to reduce Pro cancellation requests.
Qualifications:
- Minimum 2 years of experience in a similar sales or retention role.
- Bachelor’s degree or equivalent experience preferred.
- Experience with CRM systems and software is advantageous.
- Experience in owning/operating a home services company is a plus.
What Will Make You Succeed:
- Comfortable with phone and Zoom interactions, adept at managing face-to-face conversations with Pros.
- Exceptional communication and interpersonal skills, with the ability to navigate strong personalities while maintaining composure.
- Strong conflict resolution skills and advanced critical thinking abilities.
- Active listening skills to understand both visible and invisible concerns.
- Proficiency in customer management and proven retention strategies.
- Lifelong learner mindset, seeking continuous growth through various learning materials.
- Entrepreneurial spirit and openness to feedback for personal and professional development.
Founded in 2013, Housecall Pro is dedicated to helping home service professionals streamline their businesses. With user-friendly tools for scheduling, dispatching, and payments, Housecall Pro empowers Pros to save time, increase profitability, and deliver exceptional service. Under our brand portfolio, BuildBook provides construction management software, while Conquer offers business coaching solutions for home services businesses. We support over 25,000 businesses with a team of over 1,000 employees across the globe.
At Housecall Pro, we celebrate diversity and are committed to creating an inclusive environment. We are an equal opportunity employer and value individuals regardless of gender, race, religion, national origin, disability, sexual orientation, or veteran status.
Location Details:
This role is open to candidates globally, with an expected compensation range of $27.88-$33.65/hour (includes base and potential performance bonus). The specific hourly rate will be determined based on skills, experience, and geographic location. Additionally, this role is eligible for Housecall Pro’s comprehensive benefits package, including healthcare insurance, flexible time off, paid parental leave, and more. Join us as we continue to grow and make a positive impact in the home services industry.
click here
