The posting
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 Never
Climbing 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.
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.
