Job Description
The Customer Retention Team Lead at Nexamp is responsible for coaching and guiding team members to enhance customer engagement and retention in the clean energy sector. This hybrid role involves using data to identify challenges, educating customers about community solar, and implementing strategies to improve customer satisfaction and loyalty.
Key Responsibilities
- Coach, mentor, and guide members of the customer retention team.
- Use data to identify obstacles and suggest changes for customer retention.
- Engage with customers to educate them about community solar products.
- Connect with customers to understand their concerns and find retention solutions.
- Think creatively about improving customer satisfaction and loyalty.
- Work within operational frameworks to ensure proper documentation.
- Contribute ideas and improvements to shape and grow the retention team.
- Maintain a positive attitude to ensure customers feel valued.
Requirements
- BA/BS degree in Hospitality, Marketing, Communications, or equivalent professional experience.
- 3 years in customer service, sales, or retention roles.
- 1 year 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.
- 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.
- 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.
Benefits & Perks
Compensation range: $34 - $39 per hour
Flexible paid time off and holiday PTO
401(k) employer-match
Health, dental, and vision insurance starting day one
Commuter benefits
Cell phone reimbursement
Access to healthy snacks and coffee
Company outings and volunteer opportunities
Ready to Apply?
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