HVAC Retention & Win-Back Specialist

Watsco; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Watsco in Orlando, FL is seeking an Inside Retention & Win-Back Specialist to re-engage HVAC contractor accounts. You will be the main contact for a defined portfolio, addressing issues, offering incentives, and driving revenue recovery through structured campaigns.

Hybrid or on-site collaboration with outside sales and branch managers, logging all interactions in Salesforce, and monitoring retention KPIs. A high school diploma is required; HVAC experience is preferred.

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 and address pricing, service gaps, and competition issues.
• Negotiate pricing and incentives within pre-approved parameters.
• Maintain CRM activity logs and follow-up cadences.
• Serve as the ongoing point of contact for a defined contractor portfolio.

Skills

Inside Sales

Customer Retention

Account Management

HVAC experience

Education

High School diploma or GED

Tools

Salesforce

AS400

Job description

Watsco in Orlando, FL is seeking an Inside Retention & Win-Back Specialist to re-engage HVAC contractor accounts. You will be the main contact for a defined portfolio, addressing issues, offering incentives, and driving revenue recovery through structured campaigns.

Hybrid or on-site collaboration with outside sales and branch managers, logging all interactions in Salesforce, and monitoring retention KPIs. A high school diploma is required; HVAC experience is preferred.