Retention Specialist

Gemaire; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

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.

Skills

Inside Sales

Communication

CRM experience

Account Management

Education

High School Diploma or GED

Associate or Bachelor's degree in Business

Tools

Salesforce

AS400

Excel

Outlook

Job description

2031 NW 79th Avenue, Doral , Florida 33122 , United States

Here is what you will be doing as part of the team:

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.

About Us

Looking for a cool job? Join the HVAC industry leader!

Gemaire Distributors is a fully owned subsidiary of Watsco, Inc. (NYSE: WSO), the largest network of HVAC distribution businesses in the U.S. As one of Watsco's subsidiaries, Gemaire distributes top-quality HVAC/R equipment and supplies from more than 110 locations in 12 states including Florida, Georgia, North Carolina, South Carolina, Mississippi, Texas, Virginia, Alabama, Louisiana, California, Nevada and Arizona. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service.

As a member of the Gemaire team you will enjoy:

• Exciting opportunities with a company that is growing
• Great work hours! Standard business hours are Monday-Friday with occasional Saturdays
• Competitive pay
• Paid time off
• Tuition assistance
• Medical, dental, and vision insurance
• Life insurance coverage
• 401(k) Plan
• Employee Stock Purchase Plan
• Short Term/Long Term Disability
• Health Savings Account with employer contribution
• Employee Referral Program
• Employee Purchase Program

Don't Leave Your Future Up in the Air

Job Requirements

Duties and 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.

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

Physical Demands Demand Frequency

Sedentary – Lifting 0-10 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

Stooping Never

Kneeling Never

Repeated Bending Never

Climbing Never

Operating a motor vehicle Never

Operating a commercial vehicle Never

Operating warehouse equipment, forklift, baseloid lift etc Never

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.

Status

Full-Time

Company

undefined

Employer Privacy Policy

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please click here .

ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service