Job Description
The role involves engaging with customers to support retention efforts for community solar subscriptions by resolving concerns, explaining concepts, and building trust through empathetic communication, primarily within a customer service and retention team environment.
Key Responsibilities
- Provide empathetic, solution-oriented support to build customer trust and satisfaction
- Resolve customer concerns with a focus on first call resolution to reduce churn
- De-escalate challenging conversations professionally and confidently
- Explain billing, product, and technical concepts in simple, customer-friendly language
- Proactively communicate with customers about open balances and guide them toward payment solutions
- Handle customer requests across multiple channels including inbound/outbound calls and emails
- Meet performance metrics such as call handling targets and quality scores
- Adapt to a changing environment through continuous learning and coaching
- Manage escalations and guide conversations toward positive outcomes
- Build and maintain strong relationships with customers and stakeholders
Requirements
- Minimum of 2 years of experience in customer service, sales, retention, or other customer-facing roles, preferably in a contact center environment.
- Previous experience with utilities or in the renewable energy or environmental fields is preferred.
- Demonstrated ability to manage escalations and guide conversations toward positive outcomes.
- Comfortable with CRM tools such as Salesforce, Zendesk, or similar platforms.
- Ability to handle customer requests across multiple channels, including inbound calls, outbound calls, and emails, with clear, timely, professional written communication.
- Ability to meet performance expectations, including maintaining an 85 QA score and handling 60 calls per day to start, with targets adjusting with experience and available tools.
- Willingness to embrace growth and curiosity, adapt to a constantly changing environment, take initiative, and stay open to learning and development opportunities.
- Receptiveness to regular coaching, feedback, and training to continuously improve skills and contribute to team success.
- Ability to clearly explain billing, product, and technical concepts in simple, customer-friendly language.
- Strong problem-solving skills, including finding solutions in ambiguous situations, improving processes, and shaping the customer experience.
- Ability to proactively remind customers about open balances, confirm contact details, and guide them toward payment solutions that reduce churn.
- Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond the organization.
- Experience in showcasing initiative to improve current work, processes, products, and services across the organization.
- Strong internal and external relationship-building skills, instilling trust and loyalty with customers and stakeholders.
- Ability to ask appropriate questions, analyze data, identify root causes of problems, and present creative solutions.
- Commitment to the company's mission and a passion for solving climate change issues.
- Ability to stay positive and composed during challenging conversations.
- Eagerness to develop a fundamental understanding of how Nexamp operates and apply that knowledge to inform business decisions.
Benefits & Perks
Competitive compensation package with salary range of $23.00-$28.00 per hour
Participation in incentive programs such as annual bonuses and sales incentives
Eligibility to participate in the company's stock option plan
Health, dental, and vision insurance starting day one
401(k) employer-match retirement plan
Flexible paid time off and holiday PTO
Commuter benefits
Cell phone reimbursement
Access to healthy snacks, coffee, and volunteer opportunities
Company outings and social events
Ready to Apply?
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