Retention 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

#GEM-16547

Orlando, Florida, USA

Full-Time/Part-Time

Full-Time

Job Description

Duties and Responsibilities

Customer Retention & Win-Back

• 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.

Account Management & Relationship Building

• 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.

Sales & Revenue Growth

• 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.

Reporting & Process Improvement

• 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.

Required 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

Preferred Qualifications

• Experience in HVAC, plumbing, electrical, building materials or distribution
• Familiarity with HVAC products, equipment, and contractor business models
• Experience with industry CRM platforms: Salesforce, AS400
• Associate or bachelor’s degree in business
• Prior experience in a win-back, saves, or customer loyalty role

Education Requirements

High School or GED

Years of Experience

2 Years 2+ years of Inside Sales, Customer Retention, Account Management, or HVAC experience

Work Environment

Office Setting

Physical Demands Demand Frequency

• Sedentary – Lifting 0-10 pounds Never
• Light Lifting – 10-20 pounds Never
• Moderate Lifting – 20 to 50 pounds Never
• Heavy Lifting – 50 to 100 pounds Never
• Pulling/Pushing, Carrying Never
• Reaching or working above shoulder Never
• Walking Frequent
• Standing Frequent
• Sitting Constant
• Stooping Never
• Kneeling Never
• Repeated Bending NeverClimbing Never
• Desk Work/Computer use/Telephone use Constant
• Operating a motor vehicle Never
• Operating a commercial vehicle Never
• Operating warehouse equipment, forklift, baseloid lift etc Never
• Other – Talk, Drive, visit customers etc. Constant

EEO Statement

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.

Requirements

Looking for a Cool Job in a fast-paced environment with a dynamic team representing the industry leader in HVAC equipment? We are seeking a driven and relationship-focused Inside Retention & Win-Back Specialist to join our inside sales team. In this role, you will be the dedicated point of contact for HVAC contractors who have reduced or stopped purchasing from us. Your role is to re-engage them, understand their needs, resolve any outstanding issues, and bring their business back. This is a high impact role with real revenue responsibility. The right candidate thrives on relationship building and isn’t afraid to pick up the phone.