Client Retention Specialist

Job Description

About the Role Houzz is looking for talented Client Retention Specialists to join our team. As a Client Retention Specialist, you will be a part of our engagement teams that support Houzz Professionals from across the U.S and Canada. These home professionals have invested into our business software solution, Houzz Pro. Your job is to deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and ultimately retain their business. To be successful in this role, you are expected to have a persuasive attitude, phenomenal customer relationship skills, and the ability to defend the value of our program by finding solutions in the most complex of situations. You need to be comfortable handling highly escalated situations and pivot cancellation concerns into an opportunity to engage clients in a meaningful way. The ideal candidate has a pleasant, business oriented personality, is a hard worker and very tech savvy. You must put a high value on customer service while being able to defend a SaaS based solution. You thrive in a fun and competitive, yet team oriented environment.

What You’ll Do

• Resolve time sensitive cancellation inquiries through inbound chat, phone, and cases
• Assist with resolving supervisor-escalated customer inquiries related to a customer’s subscription
• Be autonomous to present appropriate save offers while defending the value of Houzz Pro
• Thoughtfully defend the program when concerns arise and collect payment for software customers and newly sold Ultimate accounts that may go into decline
• Proactively work through a queue of customers that are “At Risk” with the primary objective to engage them in Houzz Pro in a meaningful way and reduce their risk of churn
• Responsible for manually renewing software subscriptions that have been identified as “Do Not Auto Renew”
• Communicate clearly to various stakeholders, and provide key updates and findings as high-priority escalations unfold
• Meet minimum quantitative and qualitative account improvement objectives
• Provide superior customer service, contribute to a positive work environment, and embody the Houzz culture
• Escalate client cases to appropriate contacts as required
• Ad Hoc responsibilities as required

At a Minimum, We’d Like You to Have

• At least 1 year of working with SMB to mitigate cancellations
• Minimum of 1 year experience managing high volume queue based work with attention to detail
• Strong background handling a high volume of requests through phone, chat, and email

Ideally, You'll Also Have

• Tech-savviness- able to troubleshoot when complications arise
• Organizational Skills- able to work efficiently through a high volume of requests in a fast-paced environment
• Tenacity to exceed monthly objectives
• Excellent written and verbal communication skills
• Team oriented mindset
• High achievement in previous role
• Excellent references from managers to whom you have reported to
• Ability to work effectively in a fast paced environment
• Detail and task oriented

Compensation, Benefits and Perks This role offers an hourly base pay rate plus variable pay based on business metrics and individual performance. The base pay rate is $24.04 per hour. We also offer competitive benefits that support you and your family as part of your total rewards package at Houzz. Benefits and perks include: Paid Time Off (PTO) Home internet stipend Medical, dental, and vision benefits Maternity/paternity leave program Employee Assistance Program (EAP) Professional Development Reimbursement Program 401(k) retirement savings plans (Pre-Tax and Roth) Flexible Spending Accounts (FSA) - Medical & Dependent Care Health Savings Account (HSA) with company contribution Healthy at Houzz program Houzz is an Equal Employment Opportunity employer. When applying for a role at Houzz, we guarantee your application will be considered regardless of your sex; race; color; gender; national origin; height or weight; ancestry; physical or mental disability; medical condition; genetic information; marital status; registered domestic partner status; age; sexual orientation; military and veteran status; or any other basis protected by federal, state or local law or ordinance or regulation. We embrace and celebrate the value that diversity brings to an organization. Diverse backgrounds and different points of view help Houzz provide the best experience for our community. Houzz is committed to fostering an inclusive environment through projects and initiatives, such as employee resource groups, that support Houzzers’ efforts to be themselves and share their lives at work. If you would like assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only for determining an appropriate accommodation for the interview process. Houzz is an Equal Opportunity Employer. M/F/Disability/Veterans __________________ Be Who You Are and Do What You Love at Houzz About Houzz When founders Adi and Alon remodeled their home, they were frustrated by the lack of resources and inspiration to help them articulate a vision and select the right pro to make it a reality. So they built Houzz. Houzz is now the leading platform for home remodeling and design, providing an all-in-one software solution for industry professionals and tools for homeowners to update their homes from start to finish. Using Houzz, people can find ideas and inspiration, hire professionals, and shop for products. Houzz Pro ( houzz.com/pro ) provides home industry professionals with a business management and marketing SaaS solution that helps them to win projects, collaborate with clients and teams, and run their business efficiently and profitably. Our Mission and Core Values We're proud to say there's no one quite like us. Houzz is a community-centric, innovative tech company that continues to disrupt the home renovation and design industry. Our mission-driven culture is rooted in our core values, and we’re all here for one purpose: make the home remodeling and design process more fun and productive for everyone. Our Mission To create the best experience for home renovation and design. Our Core Values We’re a Community We put our community of Houzzers, industry professionals and homeowners first. We approach our work with care, humility and respect. We deliver value to our community through our products and services. We Build the Future We are visionaries who challenge the status quo. We are creative, innovative and curious. We embrace change and different ideas to drive our industry forward. We Make Things Happen We are solution-seekers and self-starters. We listen, move fast and empower our teams to deliver extraordinary results and products. We play to win. By applying for a job with us, you acknowledge and agree to the terms of our Job Applicant Privacy Notice . #LI-Remote Apply for this job