Subscription Specialist
Houzz
United States · Remote
About the Role
To be eligible for this position, you must be a permanent resident in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.
Houzz is looking for talented Subscription Specialists to join our team. As a Subscription Specialist, you will be a part of our teams that support Houzz Professionals from across the U.S and Canada. These home professionals have invested into our business software or marketing solutions. 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
- Assist with resolving escalated customer inquiries related to a customer’s subscription and ultimately retain their business
- 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 accounts assigned to you that are actively in payment decline
- Responsible for manually renewing 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
- Clearly articulate the value of migrating users to our Custom plan and referring them to them the appropriate team
- Provide superior customer service, contribute to a positive work environment, and embody the Houzz culture
- 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 and retain clients
- 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 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 $26.00 per hour. The variable target is $22,400. 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