Inside HVAC Retention & Win-Back Pro

Gemaire

Orlando (FL)

On-site

USD 45,000 - 60,000

Full time

2 days ago

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Benefits offered by this job

Competitive pay

Paid time off

Tuition assistance

Medical, dental & vision insurance

Life insurance

401(k) Plan

Employee Stock Purchase Plan

Short Term/Long Term Disability

Health Savings Account with employer 2

Employee Referral Program

Employee Purchase Program

Job summary

Gemaire Distributors in Orlando, FL, is seeking a driven Inside Retention & Win-Back Specialist to re-engage lapsed HVAC contractor accounts and restore revenue. You will own outreach, analyze causes of attrition, and collaborate with field reps to tailor offers that win back business.

The role emphasizes relationship-building, CRM activity, and achieving retention KPIs, with standard business hours and full-time employment.

Qualifications

2+ years in inside sales, 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 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.
In addition to the above responsibilities, this individual is held accountable for all other duties as assigned.