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Customer Retention Team Lead
| Company | Nexamp |
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| Location | Chicago, IL, USA |
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| Salary | $32 – $37 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- BA/BS degree in Hospitality, Marketing, Communications, or equivalent professional experience.
- 3+ years in customer service, sales, or retention roles (or a strong passion for customer engagement and problem-solving).
- 1+ years of experience coaching, mentoring, or managing people.
- Experience in a call center, account management, or customer success environment.
- Proven track record of handling customer concerns, reducing churn, or improving customer satisfaction.
- Experience working in a fast-paced environment where quick decision-making and adaptability are key.
- 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.
Responsibilities
- Coach, mentor, and guide members of the customer retention team.
- Use data effectively to identify obstacles and suggest changes to better retain community solar customers.
- Actively embody the nimble and flexible behaviors critical to reduce customer churn by responding to current needs.
- Engage with customers to educate them about community solar and to ensure they understand our exciting, but sometimes complicated, product.
- Connect with them to understand their concerns and find ways to retain their business.
- Think creatively and strategically about how to improve customer satisfaction and loyalty.
- Work within operational frameworks, ensuring that all actions are properly recorded and aligned with company processes.
- Actively contribute ideas and improvements to help shape and grow the retention team.
- Maintain a positive and upbeat attitude, ensuring customers feel valued and appreciated.
Preferred Qualifications
No preferred qualifications provided.
