Renewal Specialist

Overview

The Renewal Specialist plays a critical role in Gen Serve’s customer retention and revenue growth strategy. This position is responsible for managing preventative maintenance contract renewals within an assigned territory and ensuring uninterrupted service for Gen Serve customers.

As the primary point of contact for renewal activities, the Renewal Specialist interacts with customers in a high-volume, fast-paced environment via phone and email. Success in this role requires strong organization, proactive communication, and the ability to consistently meet renewal and upsell targets.

The mission of the Renewal Specialist is to prevent contract lapses, retain customers, and expand relationships.

• Meet or exceed monthly and annual renewal quotas and KPIs for assigned territory
• Proactively contact customers to secure renewal commitments in advance of expiration
• Prepare and deliver renewal proposals and quotes accurately and on time
• Implement approved annual and periodic price increases on renewal contracts in alignment with company pricing strategy and margin objectives
• Identify upsell and cross-sell opportunities (additional services, expanded coverage, equipment upgrades, etc.)
• Overcome objections and educate customers on the value of Gen Serve services
• Maintain accurate and timely updates in Salesforce CRM
• Track, manage, and report on renewal pipeline and forecast activity
• Collaborate with Sales, Operations, Billing, and Service teams to ensure smooth execution of larger or complex renewals
• Provide exceptional customer service and build long-term relationships
• Escalate issues as needed to leadership to prevent service disruptions
• Perform additional duties and special projects as assigned

• Associate degree or equivalent combination of education and professional experience
• 2–5 years of experience in sales, account management, customer service, or contract renewals
• Experience working in Salesforce or a similar CRM platform
• Strong verbal and written communication skills
• Ability to manage high volumes of customer interactions while maintaining accuracy
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams)
• Proven ability to meet deadlines and performance targets
• Experience in the generator, facilities services, or equipment maintenance industries preferred but not required