Renewal & Retention Specialist (Fire & Security)

Sciens Building Solutions; Lowell (MA); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Paid time off

401(k) matching

Short term & long term disability

Medical, dental & vision plans

Life insurance

Tuition reimbursement

Job summary

Sciens Building Solutions is seeking a Temporary Renewal Coordinator for our fire alarm, fire protection and security business in Lowell, MA. The role focuses on maintaining service contracts, developing a customer-focused renewal strategy, and driving retention and revenue within a defined base.

You will proactively contact customers 120 days before renewal, re-estimate costs with current labor rates, participate in monthly renewal meetings, address concerns, and look for upsell opportunities

Qualifications

• Over the counter sales or customer service experience.
• Effective communication skills and ability to present before broad audiences.
• Strong negotiation skills and competitive spirit.

Responsibilities

• Manage all retention activities within an assigned service agreement customer base.
• Proactively reach out to each customer in writing 120 days prior to renewal.
• Re-estimate contract to ensure costs are updated with current labor rates and hours to perform the work.
• Achieve a minimum renewal rate of 95%.
• Prepare and actively participate in the monthly Service Contract Renewal meeting, following up on actions as needed.
• Address customer concerns and gain customer acceptance prior to renewal date.
• Manage a list of customers and annual renewal dates.
• Responsible for retention, customer satisfaction and growth within the customer base.
• Identify customer needs across fire alarm, sprinkler and security and upsell across product lines and/or expand existing services, based on current customer needs.
• Act as the point of contact for the assigned customer base and develop strong relationships with customers, understand how the customer works and know each customer contact by department.
• Work internally with managers to improve service delivery.
• Ask questions, determine customer needs and provide solutions to meet those needs.
• Share status of 120-day process during weekly sales meetings and status of current and past due renewals.
• Meet with customers in person as needed.

Skills

Customer service

Communication

Negotiation

Education

Bachelor's degree

Job description

Sciens Building Solutions is seeking a Temporary Renewal Coordinator for our fire alarm, fire protection and security business in Lowell, MA. The role focuses on maintaining service contracts, developing a customer-focused renewal strategy, and driving retention and revenue within a defined base.

You will proactively contact customers 120 days before renewal, re-estimate costs with current labor rates, participate in monthly renewal meetings, address concerns, and look for upsell opportunities