Customer Engagement & Retention Specialist at Joyce Windows, Sunrooms & Baths, Cleveland, US

Joyce Factory Direct is seeking a Customer Engagement & Retention Specialist to promote repeat business and referrals among existing clients. This position supports the call center by conducting outbound outreach via phone, email, text, and referral programs, emphasizing relationship-building, appointment scheduling, and opportunity generation in a results-oriented setting.

Key Responsibilities

• Conduct outbound calls to previous customers to secure appointments and referrals
• Integrate with the call center team, adhering to performance targets for outreach and outcomes
• Establish quick rapport through professional and approachable phone interactions
• Divide customer databases and implement focused outreach initiatives
• Develop and oversee email and text promotions, events, and referral incentives
• Handle referral reward tracking, ensuring prompt updates and delivery
• Manage calling operations, including database handling, script development, and result monitoring
• Provide customer service follow-ups to sustain relationships and loyalty
• Contribute to showroom visits and events for enhanced customer interaction
• Analyze and report on initiative effectiveness, covering appointments, referrals, and conversions

Qualifications

• At least two years in call center operations, inside sales, customer retention, or marketing campaigns
• Confident phone skills for engaging audiences, fostering trust, and prompting responses
• Adaptability to a results-focused workplace with activity and outcome monitoring
• Proficiency in customer database management, segmentation, or CRM tools
• Strong organizational abilities for juggling various campaigns and tasks
• Enthusiastic, dynamic personality suited for customer communications
• Preferred: Background in leading call teams, organizing events, or referral initiatives

Education

High School or equivalent

Benefits And Growth

• Base salary of $45,000 plus bonus opportunities, targeting $60,000–$65,000 total earnings
• Access to a robust existing customer network for repeat sales and referrals
• Combination of call center execution and strategic marketing involvement
• Autonomy in campaign management with direct influence on company revenue
• Transparent performance indicators and tracking
• Comprehensive health, dental, and vision coverage
• 401(k) plan with 25% employer match without limits
• Paid time off and vacation allowances
• Discounts on home improvement products for employees
• Employee referral incentives