Subscription Specialist

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. 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 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

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