Customer Retention Representative

Customer Retention Representative

Requirements

• BA/BS degree in Hospitality, Marketing, Communications, or equivalent professional experience.
• 1-3 years of experience in customer service, sales, retention or similar customer-facing roles.
• Proven excellence in communication with the ability to educate customers effectively in both verbal and written formats with the ability to simplify complex ideas.
• Proven track record of handling customer concerns, reducing churn, or improving customer satisfaction.
• Ability to stay positive and composed during challenging conversations.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk, or similar tools) preferred.

Responsibilities

• Prioritize the customer experience by delivering thoughtful, solution-driven interactions that foster trust, loyalty, and satisfaction.
• Communicate directly with customers to ensure they understand our community solar product and feel confident in their relationship with Nexamp.
• Listen actively, identify root causes, and offer solutions that support both customer retention and operational goals.
• Remind customers about open balances, confirm their contact details are accurate, and guide them toward payment solutions that reduce churn.
• Record all interactions in our CRM systems to maintain visibility into customer needs and outcomes.
• Share ideas and feedback with your team and Team Lead to improve retention strategies, tools, and processes.
• Embrace a constantly changing environment, take initiative, and stay open to learning and development opportunities.
• Using the CRM systems accurately and timely to track every step of the customer journey.

Preferred Qualifications

• A flexible, growth-oriented mindset—you’re energized by change and motivated by purpose.
• Confident in having persuasive, helpful conversations that encourage customers to stay.
• Comfortable thinking on your feet and using effective retention strategies.
• Able to build rapport and trust through empathy and clear communication.
• Skilled in overcoming objections with empathy and professionalism to find win-win outcomes.
• Thrives in fast-changing environments and contributes positively to a collaborative team culture.
• Willing to think outside the box, suggest new ideas, and help improve customer retention strategies and team efficiency.
• Keeps a positive attitude and takes responsibility for delivering high-quality customer outcomes.
• Commitment to Nexamp’s mission and have a passion for solving tomorrow’s climate crisis today.
• Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
• Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
• Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
• Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
• Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.