Specialist, Retention

Why Conquer?

Pros spend years in the trades, perfecting their skills “turning the wrench.”  Some make the decision to be their own boss, and then quickly realize that running a business is hard, and a completely different skillset they have yet to master. Conquer helps solve this problem by teaching Pros how to run a successful business, while maintaining a work-life balance.

Conquer and Housecall Pro are united in a singular mission: helping home service professionals succeed and grow their businesses. Through this partnership, we can deliver best-in-class software products and coaching services to every Pro.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)

• Paid holidays and flexible, take-it-as-you-need-it paid time off

• Monthly tech reimbursements

• A culture built on innovation that values big ideas, no matter where they come from

Role Overview:

As a Specialist, Retention for Conquer, you are a great communicator who thrives in identifying the root cause or concern. You are a critical thinker who asks the right questions to identify the 'why' behind the cancellation request, and then provide a tailored solution.  You are responsible for helping to retain Pros by improving the effectiveness of your interactions with our service professionals (our Pros). You are persuasive, passionate about customer success, calm under pressure, can easily build rapport, and are comfortable managing difficult conversations.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

Key Responsibilities:

• Pro outreach via outbound and inbound calls/emails/texts, asking open-ended questions to identify root cause and offer solutions; often requires multiple touchpoints

• Maintain positive working relationships with pros to ensure continued business relationship for the Company as a whole

• Collaborate with other departments by sharing data/insights to help make improvements to product/service upstream in the Conquer product journey

• Be accountable to key performance indicators (KPI’s) on a commission basis (contacts per day, average talk time, retention rate, quality assurance)

• Track data insights in Salesforce to help inform upstream solutions, aiming to reduce Pro cancellation requests

Qualifications:

• 2+ years experience in a similar customer facing, sales, or retention role

• Bachelor’s degree or equivalent experience preferred 

• Experience with CRM systems and software is a plus

• Experience owning/operating a home services company is a plus

What will help you succeed:

• Comfortable on the phones and via zoom, interacting face to face with Pros

• Excellent communication and interpersonal skills, keen ability to manage strong personalities while maintaining a calm demeanor 

• Strong conflict resolution skills

• Advanced critical thinking, attention to detail, and problem solving skills 

• The ability to practice active listening and to understand both visible and invisible concerns 

• Strong understanding of customer management and proven customer retention strategies

• Lifetime learner - seeking out additional materials to build your sales and business coaching skill set (books, podcasts, youtube videos)

• Entrepreneurial and growth mindset, open to feedback as a means to learn, grow, and develop personally and professionally

Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.

Housecall Pro’s brand portfolio includes BuildBook, construction management software for builders and remodelers, and Conquer, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.We support more than 25,000 businesses and have over 1,000 ambitious, mission-driven, genuinely fun-loving employees across the United States and all over the world. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment.  We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

Location Dependent Information

This role is open to candidates and the expected compensation range for this role is $27.88-$33.65/hour (includes base and potential performance bonus). The specific hourly rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.  This role is also eligible to participate in Housecall Pro’s the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

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