Retention Specialist

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

• 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.

• 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.

• 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.

• 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.

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.

Looking 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.