Renewal Coordinator

About the role

The Renewal Coordinator is responsible for maintaining service contracts within a defined customer base and/or geographical territory. The role involves developing and executing a customer-focused strategy to enhance retention of service contracts, increase revenue per customer, and ensure overall customer satisfaction through effective pricing escalations.

Responsibilities

• Manage all retention activities within an assigned service agreement customer base.
• Proactively reach out to each customer in writing 120 days prior to renewal.
• Re-estimate contract to ensure costs are updated with current labor rates and hours to perform the work.
• Achieve a minimum renewal rate of 95%.
• Prepare and actively participate in the monthly Service Contract Renewal meeting, following up on actions as needed.
• Address customer concerns and gain customer acceptance prior to renewal date.
• Manage a list of customers and annual renewal dates.
• Responsible for retention, customer satisfaction and growth within the customer base.
• Identify customer needs across fire alarm, sprinkler and security and upsell across product lines and/or expand existing services, based on current customer needs.
• Act as the point of contact for the assigned customer base and develop strong relationships with customers, understanding how the customer works and knowing each customer contact by department.
• Work internally with managers to improve service delivery.
• Ask questions, determine customer needs and provide solutions to meet those needs.
• Share status of 120-day process during weekly sales meetings and status of current and past due renewals.
• Meet with customers in person as needed.

Requirements

• Fire Alarm, Fire Protection (sprinkler/suppression) and/or Security industry knowledge a plus.
• Bachelor’s degree preferred.
• Candidates with a combination of education and experience will also be considered.
• Over the counter sales or customer service experience.
• Ability to proactively reach out to customers and problem solve.
• Effective communication skills and ability to present before broad audiences.
• Strong negotiation skills and competitive spirit.

Qualifications

• Competitive salary based on qualifications.
• Paid time off plan and holidays.
• 401(k) matching.
• Short term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.

Skills

• Customer relationship management.
• Contract management and renewal.
• Customer service and problem-solving.
• Communication and presentation skills.
• Negotiation and competitiveness.

Benefits

• Competitive salary based on qualifications.
• Paid time off and holidays.
• 401(k) matching.
• Short term and long-term disability.
• Medical, dental, and vision plans with options.
• Life insurance.
• Professional career development opportunities.
• Tuition reimbursement program.

Pay

Competitive salary based on qualifications.

Schedule

Not specified.