Customer Service Representative (Retention)

Position Overview:

Retention Rep is responsible for proactively engaging with existing customers to improve satisfaction, resolve concerns, reduce cancellations, and protect company revenue. This role focuses on saving at-risk accounts, strengthening customer relationships, and ensuring a smooth post-sale experience. The ideal candidate is solution-oriented, empathetic, persuasive, and highly organized.

Key Responsibilities:

- Contact customers who have expressed cancellation requests or dissatisfaction

- Identify root causes of concerns and present appropriate solutions

- Negotiate retention offers within company guidelines

- Educate customers on system performance, contracts, billing, and timelines

- Coordinate with operations, finance, installation, and service teams to resolve issues

- Document all customer interactions accurately in CRM Monitor cancellation trends and provide feedback to leadership

- Meet or exceed the monthly retention save goals

- Follow up with customers to ensure resolution and satisfaction

Required Skills:

- Customer Service & Communication:

- Excellent verbal and written communication skills

- Strong active listening and empathy

- Ability to de-escalate high-emotion situations

- Sales & Negotiation Persuasive and confident without being aggressive

- Skilled in objection handling

- Ability to negotiate win-win outcomes

- Problem-Solving:

- Critical thinking and the ability to identify root issues

- Ability to propose creative solutions within company policy

- Organization & Technical Skills:

- CRM proficiency (Salesforce)

- Strong documentation habits

- Ability to multitask and manage follow-ups

- Basic understanding of solar systems, contracts, financing, and utility billing (or ability to learn quickly)

- Qualifications:

- 1–3+ years of experience in retention, customer service, collections, or inside sales

- Experience in solar, home services, or renewable energy preferred

- Proven track record of meeting performance metrics (retention %, save rate, etc.)

- High school diploma or equivalent required (Bachelor’s degree preferred)

- Ability to work in a fast-paced, performance-driven environment

- Preferred Attributes:

- Calm under pressure

- Resilient and persistent

- Positive attitude

- Strong accountability and ownership mindset

- Team-oriented but self-motivated

- Performance Metrics:

- Include Save amount / Retention rate

- Call quality scores

- Response time to cancellation requests

Job Type: Full-time

Pay: From $700.00 per month

Benefits:

- Health insurance

- Paid time off

- Work from home

Application Question(s):

- Do you own a personal laptop or computer suitable for work purposes? Are you work-from-home ready with Wi-Fi, a laptop, a headset, and a backup connection?

Work Location: Remote