Retention Specialist

Watsco; Orlando (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Watsco in Orlando, FL is seeking an Inside Retention & Win-Back Specialist to re-engage HVAC contractor accounts. You will be the main contact for a defined portfolio, addressing issues, offering incentives, and driving revenue recovery through structured campaigns.

Hybrid or on-site collaboration with outside sales and branch managers, logging all interactions in Salesforce, and monitoring retention KPIs. A high school diploma is required; HVAC experience is preferred.

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 and address pricing, service gaps, and competition issues.
• Negotiate pricing and incentives within pre-approved parameters.
• Maintain CRM activity logs and follow-up cadences.
• Serve as the ongoing point of contact for a defined contractor portfolio.

Skills

Inside Sales

Customer Retention

Account Management

HVAC experience

Education

High School diploma or GED

Tools

Salesforce

AS400

Job description

• 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.

And here is what you will need to be successful:

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.

Hiring for these locations:

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

Status

Full-Time

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