Job Description
The role involves engaging with customers to retain their subscriptions by providing empathetic support, resolving concerns, and guiding them through billing and technical issues, all within a fast-paced, mission-driven environment focused on clean energy and sustainability.
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 remind customers about open balances, confirm contact details, and guide 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 deliver empathetic, solution-oriented support that builds trust, loyalty, and customer satisfaction.
- Ability to resolve customer concerns with a focus on first call resolution to improve satisfaction and reduce churn.
- Skill in de-escalating challenging conversations with confidence, professionalism, and control.
- Ability to clearly explain billing, product, and technical concepts in simple, customer-friendly language.
- Ability to handle customer requests across multiple channels, including inbound calls, outbound calls, and emails, with clear, timely, and professional communication.
- Meet performance expectations, including maintaining an 85 QA score and handling at least 60 calls per day to start, with targets adjusting based on experience and available tools.
- Ability to 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 ask appropriate questions, analyze data, identify root causes of problems, and present creative solutions.
- Strong ability to build and maintain internal and external relationships with customers and stakeholders, instilling trust and loyalty.
- Eagerness to develop a fundamental understanding of how Nexamp operates and apply that knowledge to inform business decisions.
- 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.
- Accountability and ownership mentality in managing responsibilities.
- Physical ability to handle a high volume of calls and customer interactions as required.
- Commitment to Nexamp’s mission and passion for solving climate change issues.
Benefits & Perks
Competitive compensation package with salary range $23.00-$28.00 per hour
Participation in incentive programs such as annual bonus, sales incentives, or other performance-based rewards
Eligibility to participate in the company's stock option plan
Health, dental, and vision insurance starting day one
Flexible paid time off and holiday PTO
Commuter benefits
Cell phone reimbursement
Access to company headquarters and growing offices nationwide
Healthy snacks, coffee, service days, volunteer opportunities, and company outings
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