Retention Specialist, Housecall Pro
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)
More information about location
Home services business management software
Open for applications
Home services business management software
1001+ employees
Open for applications
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)
More information about location
1001+ employees
Company mission
To help home service professionals succeed.
Role
Who you are
- As a Specialist, Retention, you are a great communicator who thrives in identifying the root cause or concern. You are a high level critical thinker who can find the 'why' behind the 'why' and provide a tailored solution
- You are persuasive, passionate about customers, calm under pressure, can easily build rapport, and are comfortable managing difficult conversations
- 1+ years of experience in a similar customer-facing, sales, or retention role
- Bachelor’s degree or equivalent work experience preferred
- Experience with CRM systems and software is a plus
- Experience owning or operating a home services company is a plus
- Entrepreneurial and growth mindset, open to feedback as a means to learn, grow, and develop personally and professionally
- Lifetime learner who seeks out additional materials to build your sales and business coaching skill set
- High level of comfort executing conversations over the phone with small business owners
- Mastered conflict resolution and active listening skills to understand both visible and invisible concerns
- Strong understanding of customer management and proven customer retention strategies
- Absolute attention to detail, organization, and a calm, professional demeanor
- Experience using AI tools to increase quality and efficiency of work
What the job involves
- You are responsible for helping to retain our core customer base by improving the efficiency and efficacy of your interactions with our service professionals (our Pros)
- Conduct proactive and inbound Pro outreach, asking open-ended questions to identify root causes and offer solutions across multiple touchpoints
- Maintain positive working relationships with Pros to ensure a continued business partnership for HCP as a whole
- Collaborate with other departments by sharing data and insights to help make improvements to products and services upstream in the customer journey
- Achieve key performance indicators (KPIs) on a commission basis, including contacts per day, average talk time, retention rate, and quality assurance
- Track data insights within our CRM system to help inform upstream solutions aimed at reducing Pro cancellation requests
- Innovate on current processes and proactively seek ways to improve the retention experience and workflows
Our take
Housecall Pro is a leading software platform built for home service professionals, including hVAC, plumbing, and electrical contractors. It operates in a market where managing jobs, schedules, customer communications, and billing can be complex and time-consuming.So, by providing tools to simplify these tasks, Housecall Pro helps service businesses run their operations more smoothly.
Trusted by over 200,000 professionals, Housecall Pro offers a suite of tools for scheduling, dispatching, invoicing, and customer communication, all powered by AI-driven automations. And its platform is designed to make day-to-day operations easier so pros can save on time and focus on delivering quality work.
The company recently launched initiatives that further cement its role as an innovator in the industry too. Its partnership with Bluon brings AI-powered HBAC support and an extensive technical database directly into the workflow, helping technicians complete jobs faster and with more accuracy. Meanwhile, the Electrical Toolkit app provides electricians with professional-grade calculators and tools for precise, NEC-compliance work. With these advancements, Housecall Pro isn't just supporting current operations, it's shaping the future of homer service software.
Freddie
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2022
$65m
SERIES D
Sep 2018
$30m
SERIES C
Total funding: $115m
Company benefits
- Healthcare coverage: Housecall Pro offers DAY 1 medical, dental, and vision insurance for you and your dependents. Our plans offer comprehensive national coverage with extensive provider networks. The company pays for at least 80% of the cost of premiums.
- Competitive pay and equity opportunities: Housecall Pro offers market competitive compensation that includes variable pay opportunities, and we continuously evaluate market benchmarks. Our quarterly internal talent reviews provide the opportunity for performance success discussions and feedback. Certain roles are also eligible for equity this fast-growing technology company.
- Time off: We work hard and want everyone to find balance in their life. Housecall Pro has a flexible, self-managed Paid Time Off (PTO) program. We also offer 6 paid holidays each year when everyone unplugs and recharges.
- Remote work: Housecall Pro is remote-first and our processes support remote teams working together and asynchronously. We also have offices in San Diego and Denver, that allow for teams to come together and give local employees the option of a hybrid schedule.
- Family: Housecall Pro supports employees with growing families by providing paid parental leave. And we love to share pictures of our newest family members in a Housecall Pro baby onesie!
- Learning and development: Housecall Pro knows that your growth is essential to our success. From the first day, we start training you about our business, our customers, how to succeed in your job and how to gain the skills you need to take your next steps.
- Career acceleration: We like to help our people as much as we do our Pros. Housecall Pro helps you accelerate your career with dedicated Career Success Conversations, frequent two-way feedback, and milestone learning programs like our Manager 101 series.
- Wellness: Housecall Pro provides immediate access to a robust Employee Assistance Plan (EAP) for all employees. We also invite everyone to join us for two or three monthly virtual wellness sessions led by experts on a variety of topics.
- Mental health: Housecall Pro’s monthly wellness programming, presented by experts, often spotlights mental health topics. Employees can join live webinars or watch recordings later. We also have an extensive Employee Assistance Plan with multiple resources including direct access to mental health providers.
- Office setup: Housecall Pro provides each new employee with a home office setup that includes a computer and accessories. We also offer ongoing internet and phone reimbursement to help offset expenses.
- Income protection: Housecall Pro wants you to have peace of mind if the unexpected happens. We pay for disability and life insurance. We also offer voluntary accident and hospital plans to help at times when you might need something additional.
- Financial wellness: Housecall Pro offers several ways to save on taxes and plan for your future. Our Health Spending Accounts (HSA) and Flexible Spending Accounts (FSA) help you put aside money tax-free for qualified medical and daycare expenses. Our 401k plan provides powerful tax-free retirement savings along with access to financial planning tools.
Company HQ
River North Art District, Denver, CO
Leadership
Michael Beaudoin
(CEO)Early-stage startup Investor and Mentor. Served as a Board Member from 2015, then becoming CEO in 2020. Has been on the founding team at a number of other startups including a 13 year spell in charge of HomeAdvisor.
Ian Heidt
(Co-Founder & Chief AI Officer)Previously CEO from the company's 2013 launch until Michael Beaudoin stepped into the role in 2020. Previously spent seven years as a Director at multinational corporation Qualcomm.
Adam Perry-Pelletier
(Co-Founder & Chief Engineering Officer)Spent six years prior to Housecall Pro at Qualcomm as Director of Engineering. Former Software Engineer at Moebius Solutions and Tachyon Networks.
Roland Ligtenberg
(Co-Founder & SVP of Growth & Innovation)Former Qualcomm Product & Business Development Manager, former Managing Partner at tech consultancy Light Mountain Partners. Was the Founder of the San Diego Electronic Music Initiative.
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