HVAC Retention & Win-Back Specialist

Gemaire Distributors; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Gemaire Distributors in Orlando, FL is seeking an Inside Retention & Win-Back Specialist to re-engage HVAC contractor accounts and restore purchases. You will manage a defined portfolio, build strong contractor relationships, and collaborate with outside sales and branch managers to execute targeted campaigns.

The role emphasizes proactive outreach, issue resolution, and revenue recovery, with a focus on meeting retention and win-back targets in a fast-paced office setting.

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

Responsibilities

• Proactively contact lapsed and at-risk contractor accounts via phone, email, and text
• Execute structured win-back campaigns
• Identify root causes of attrition, pricing, service gaps, competitor offers, or relationship issues and address them
• 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 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, promotions or loyalty programs
• Meet or exceed monthly retention, win-back rate, and revenue recovery targets
• Leverage promotions and other tools to support re-engagement outreach
• Log all customer interactions and outcomes 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.

Skills

Communication skills

CRM proficiency

MS Office

Education

High School diploma or GED

Tools

Salesforce

AS400

Excel

Job description

Gemaire Distributors in Orlando, FL is seeking an Inside Retention & Win-Back Specialist to re-engage HVAC contractor accounts and restore purchases. You will manage a defined portfolio, build strong contractor relationships, and collaborate with outside sales and branch managers to execute targeted campaigns.

The role emphasizes proactive outreach, issue resolution, and revenue recovery, with a focus on meeting retention and win-back targets in a fast-paced office setting.