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Nexamp · 3 weeks ago

Customer Retention Representative

Chicago, IL

Full-time

Onsite

Entry, Mid Level

$23/hr - $28/hr

2+ years exp

Nexamp is a company focused on the clean energy movement, seeking to hire Customer Retention Representatives for their Customer Retention & Collections team. The role involves engaging and supporting customers to enhance their experience with community solar subscriptions, resolving concerns, and maintaining high satisfaction levels.

Clean EnergyEnergyFinanceProject ManagementSolar

Culture & Values

Responsibilities

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 situations—finding 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

Qualification

Customer service experienceCRM tools proficiencyProblem-solving skillsCommunication skillsManage escalationsGrowth mindsetRelationship buildingOpenness to feedback

Required

2+ years of experience in customer service, sales, retention, or other customer-facing roles—preferably in a contact center environment

Demonstrated ability to manage escalations and guide conversations toward positive outcomes

Comfortable with CRM tools (Salesforce, Zendesk, or similar)

Growth mindset—adaptable, resourceful, and energized by solving problems and building better processes

Ability to stay positive and composed during challenging conversations

Openness to 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