Retention Specialist

One-Hour-Heating-; Chestnut Ridge (PA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance (PPO)

401K (company matched)

7 paid holidays

Starting 2 weeks paid time off

Employee Discount

Job summary

One Hour Heating & Air Conditioning, Benjamin Franklin Plumbing, and Mister Sparky Electric is seeking a Retention Specialist who listens, understands, solves problems, and builds strong relationships with customers.

This role goes beyond answering calls: you protect recurring revenue by addressing concerns, resolving account issues, and proactively engaging customers to reduce cancellations and increase renewals.

Responsibilities

• Listen, understand, and solve customer issues to prevent churn.
• Proactively engage customers to protect recurring revenue and enhance loyalty.
• Manage service agreements, payments, plan changes, and retention campaigns.

Job description

Description

READ THIS FIRST

We’re looking for someone who knows how to listen, solve problems, and build relationships.

This isn’t a "just answer the phone" job. Our Retention Specialists play a critical role in keeping customers, protecting recurring revenue, and making sure customers understand the value of the services and plans we provide.

If you’re driven, positive, empathetic, detail-oriented, and the type of person who says I got this, we want to meet you.

WHO WE ARE

We are One Hour Heating & Air Conditioning, Benjamin Franklin Plumbing, and Mister Sparky Electric - providing homeowners with a one-stop solution for their heating, air conditioning, plumbing, and electrical needs.

Our business is people. We believe in doing things the right way, taking ownership, and creating exceptional customer experiences.

Our core values are:

• Driven - We pursue growth and constantly look for ways to improve.
• Empathetic - We listen, understand, and put ourselves in the customer’s shoes.
• Professional - We communicate and conduct ourselves with respect and integrity.
• Grateful - We choose optimism and appreciate our customers and our team.

WHAT YOU’LL DO

The Retention Specialist builds strong customer relationships by addressing concerns, resolving account issues, and proactively engaging customers to reduce cancellations and increase renewals. This role manages service agreements, payments, plan changes, and retention campaigns while tracking performance and identifying opportunities to improve customer loyalty and satisfaction.

WHAT SUCCESS LOOKS LIKE

You don’t see a cancellation as simply a cancellation. You see an opportunity to listen, understand, solve, and earn the customer’s business.

You’re proactive, organized, comfortable with difficult conversations, and motivated by results. You take ownership, look for solutions, and care about doing the job right.

If you love people, enjoy solving problems, and want to make a measurable impact on customer retention, we’d love to meet you.

THE DETAILS

What we bring to the table is:

• Full time, 40hrs/week position
• Support team that actually cares
• Health insurance (PPO)
• 401K (company matched)
• 7 paid holidays
• Starting 2 weeks paid time off
• Employee Discount