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Customer Retention Representative

Customer Retention Representative

NexampChicago, IL, US
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Customer Retention Representative

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp!

This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world.

What We're Looking For

Nexamp is looking to hire Customer Retention Representatives to join their Customer Retention & Collections team. At Nexamp, we're reinventing how people connect with clean energy. As part of our Customer Retention Team, you'll play a critical role in keeping customers engaged, informed, and excited about their community solar subscription. We're looking for curious, proactive problem-solvers who thrive in fast-paced environments and know how to turn challenging conversations into positive experiences. If you enjoy helping people, simplifying complex concepts, and finding creative solutions when the path isn't always clear, this is the role for you.

You will be hybrid out of Chicago, IL. You will report to the Supervisor, Customer Retention & Collections.

What You'll Do

  • Deliver empathetic, solution-oriented support that builds trust, loyalty, and customer satisfaction
  • Resolve customer concerns with a focus on first call resolution to improve satisfaction and reduce churn
  • De-escalate challenging conversations with confidence, professionalism, and control
  • Clearly explain billing, product, and technical concepts in simple, customer-friendly language
  • Work creatively in ambiguous situationsfinding solutions, improving processes, and shaping the customer experience
  • Be proactive : remind customers about open balances, confirm contact details, and guide them toward payment solutions that reduce churn
  • Handle customer requests across multiple channels, including :

Incoming calls (inbound support and retention conversations)

  • Outbound calls (follow-ups, outreach, or retention efforts)
  • Emails (clear, timely, professional written communication)
  • Meet performance expectations, including maintaining an 85% QA score and handling 60+ calls per day to start (targets adjust with experience and available tools)
  • Embrace growth and curiosity : adapt to a constantly changing environment, take initiative, and stay open to learning and development opportunities
  • Be receptive to regular coaching, feedback, and training to continuously improve skills and contribute to team success

    • What You'll Bring

  • 13 years of experience in customer service, sales, retention, or other customer-facing roles, preferably within a contact center or call center environment
  • Strong communication skillsboth written and verbalwith the ability to simplify complex ideas
  • Proven ability to handle escalations and guide conversations to positive outcomes
  • Comfortable with CRM tools (Salesforce, Zendesk, or similar)
  • Growth mindsetadaptable, resourceful, and energized by solving problems and building better processes
  • Ability to stay positive and composed during challenging conversations
  • Willingness to accept feedback and coaching as part of ongoing professional development
  • 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.

    • If you don't meet 100% of the above qualifications, but see yourself contributing, please apply.

    At Nexamp, our mission is to build the future of energy so it is clean, simple, and accessible for all. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.

    You'll love working here because :

    Not only will you get to take part in meaningful work and have the chance to change the world alongside innovative, dedicated, and motivated peers, but you will also have access to all the benefits that Nexamp offers! This includes our competitive compensation package; a 401(k) employer-match; health, dental, and vision insurance starting day one; flexible paid time off and holiday PTO; commuter benefits, and cell phone reimbursement. We have headquarters in Boston, MA and Chicago, IL, in addition to growing offices nationwide. We provide healthy snacks, coffee, service days and other volunteer opportunities, company outings, and more!

    Compensation

    The reasonably estimated salary for this role at Nexamp ranges from $23.00-$28.00 per hour. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual bonus programs based on individual and company performance, non-annual sales incentive plans, or other non-annual incentive plans). Additionally, you may be eligible to participate in the Company's stock option plan. Actual base salary may vary based upon, but is not limited to, skills and qualifications, internal equity, performance, and geographic location.

    Nexamp's People team manages all aspects of recruitment and hiring within our organization. We want to inform third-party recruiters, staffing firms, and related agencies that Nexamp does not accept unsolicited resumes. Resumes will only be considered from these entities if a signed agreement is in place and the People team explicitly authorizes external recruiting assistance for a specific position. Any unsolicited resumes received will be deemed the property of Nexamp. We want to emphasize that Nexamp is not liable for any fees associated with unsolicited resumes.

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    Customer Retention Representative • Chicago, IL, US