Customer Engagement & Retention Specialist

Who We Are Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths and doors. We proudly serve multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. We are a third-generation, family-owned and operated company, committed to quality craftsmanship and long-term customer relationships. At Joyce, we take pride in manufacturing the majority of our own products, allowing us to deliver superior quality while supporting the communities we serve. Position Overview Joyce is hiring a Customer Engagement & Retention Specialist to drive repeat business and referrals from our existing customer base. This role is an extension of our call center operation, combining high-volume customer outreach with targeted campaign execution. You will be responsible for re-engaging previous customers through phone conversations, email and text campaigns, and referral initiatives. This is a performance-driven role that requires strong communication skills, a friendly and outgoing approach, and the ability to connect with customers while managing campaign strategy. You’ll play a key role in turning past customers into new opportunities by building relationships, driving appointments, and generating referrals. Compensation $45,000 Base Salary + Bonus Incentives $60,000–$65,000 Total Compensation What You’ll Do Actively engage previous customers through outbound calling to generate appointments and referrals Serve as an extension of the call center team with clear performance expectations tied to outreach and results Build rapport quickly with customers through friendly, professional phone conversations Segment customer lists and execute targeted outreach campaigns Create and manage email and text campaigns including promotions, events, and referral incentives Track and manage referral rewards, ensuring timely communication and fulfillment Oversee and support calling efforts including list management, scripting, and performance tracking Assist with customer service follow-up to maintain strong relationships and brand loyalty Support showroom traffic and customer events to drive engagement Monitor and report on campaign performance including appointments, referrals, and conversion metrics What We’re Looking For 2+ years of experience in call center, inside sales, customer retention, or campaign marketing Strong phone presence with the ability to engage, build trust, and drive action Comfortable working in a performance-driven environment with activity and results tracking Experience with customer lists, segmentation, or CRM systems Highly organized and able to manage multiple campaigns and priorities Outgoing, energetic, and confident communicating with customers Bonus: experience managing calling teams, events, or referral programs Why Joyce Established customer base with built-in opportunity for repeat business and referrals Blend of call center performance and marketing strategy Opportunity to own campaigns and directly impact revenue Clear metrics and visibility into your performance Benefits Health, Dental, Vision Insurance 401k with 25% company match (no cap) PTO and vacation Employee discount on home improvement services Employee referral bonus #LI-BO1