[Hiring] Retention Specialist @Housecall Pro

Role Description

As a Retention Specialist, your job is to have thoughtful, high-impact conversations with Pros who are at risk of canceling or actively requesting to cancel Housecall Pro. You bring curiosity, empathy, and consultative selling skills to understand the real reason a Pro is considering leaving and help ensure they have the right information to make the right decision for their business — whether that decision is to stay with us or not.

At your core, your role exists to give Housecall Pro a second chance at the relationship. When staying with us is the right move, you work side-by-side with the Pro to solve problems in real time, coach them through next steps, and create a clear vision for the next 30 days so they can realize the value they’re seeking.

Our Retention team partners closely with service professionals at critical moments. This work requires empathy, strong listening skills, and the ability to balance customer advocacy with business outcomes. Your success is directly tied to Pro success — when they win, we win.

What you’ll be doing:

• Own 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 cancellation
• Making outbound dials to a book of business of at-risk Pros
• Use curiosity and consultative selling skills to uncover the true reason behind cancellation intent
• Coach Pros through their options so they can make informed decisions for their business
• When appropriate, work with Pros in real time to resolve issues and remove blockers
• Create a clear 30-day path forward to help Pros realize value after a save
• Follow up with Pros after a successful save to ensure they are getting the outcomes they were looking for
• Support billing-related retention efforts, including updating payment information and recovering failed payments

Qualifications

• Bachelor's degree preferred, but not required.
• 1+ years of full-time sales or retention experience
• Demonstrated experience meeting or exceeding metrics and KPIs
• Comfort in the uncomfortable; ability to use strong consultative selling and objection handling.
• Empathy, curiosity, and the ability to listen and adapt in real time
• Experience using AI tools to increase quality and efficiency of work

Requirements

• This role is open to candidates and the expected salary range for this role is $21.17-$33.60/hour (includes base and potential performance bonus).
• The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
• This role is also eligible to participate in Housecall Pro’s benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits.

Benefits

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from