Retention Specialist

Join the Solar For All Revolution!

Here at PosiGen, we are seeking a critical member of our team to engage in advanced negotiations and issue resolution to retain our customers, while maintaining profitability for our company. With a solution-based approach, you will use a variety of tools to address issues and repair customer relationships, while differentiating our brand from competition and add value to customer relationships.

This role is customer-facing communicating in all available channels including face-to-face interactions at customer’s homes. You will be responsible for working with customers who have unresolved issues and have expressed a desire to cancel their lease. You will research the customer situation, typically while on the phone with the customer, and be empowered to think outside of the box and critically, going above and beyond to deliver the best resolution pathway that results in avoiding cancellation.

Essential Job Functions

• Encouraging relationships to ensure our customers remain happy and continue to do business with us
• Onsite visits to customer’s homes to build rapport, repair the trust in the company, problem solve, all in efforts to retain the customer.  
• Resolve issues and maintaining customers. Your strong sense of urgency and ability to manage multiple customers concurrently, utilizing problem-solving strategies to best position PosiGen products and services will help you retain customers
• Building rapport with existing customers using your assertiveness and confidence while assessing the customer’s needs by asking probing questions, negotiating, de-escalating issues, and educating them on the value of maintaining their account with us to achieve a mutually beneficial resolution
• Provide feedback to business units on identified areas for improvement or resolve issues or concerns
• Quickly changing priorities, case volume, and evolving customer needs. Your ability to maintain composure, resilience, and flexibility will help you be successful in this role.
• Using your high level of autonomy, initiative, collaboration, creativity, resourcefulness, reliability and diplomacy
• Continuously learning and improving your skills and knowledge
• Effectively communicating with client with your strong phone presence and ability to engage customers and negotiating on behalf of the company and customer
• Focus on finding resolutions to issues, and use a variety of tools to repair, keep, and maintain the customer relationship
• Responsible for meeting KPIs associated with the retention program. Examples include but are not limited to customer retention rate (CRR), % of accounts saved from permanent removals, and removal and termination rates
• Visit customer’s home to facilitate resolution of issues, explain solar savings, and how our program works, all in efforts to retain the customer account
• Coordinate and facilitate repossession of Solar equipment on-site at the customer’s home when necessary
• Support retention for all departments. 

Competencies

• Able to work independently and prioritize workload.
• Able to build rapport and have conversations face-to-face with customers.
• Have a learner mentality and be open to new ideas. 
• Persuasive, persistent and self-motivated.
• Advanced Oral and Written Communication: Effectively conveys information and ideas in concise and meaningful exchanges through written and verbal communication.
• Advanced de-escalation / customer service skills
• Able to show empathy, assertiveness, tact and resilience
• Have the ability to relate to people from a variety of different backgrounds.
• Ability to deal with 30+ inquires per day via inbound/outbound phone calls and email
• Ability to accurately type 45 words/minute
• Ability to adapt in a fast paced, changing environment
• Ability to communicate effectively over the phone and email
• Team player attitude A MUST!

Education/Experience

• College degree or equivalent work experience 
• 2-3 years of progressive experience in a call center or collection agency preferred. 
• Minimum of one-year supervisor experience
• Bilingual – Spanish is a plus
• Salesforce experience is a plus
• Knowledge of Microsoft Outlook is required 
• Proficient in Microsoft Office applications (Word and Excel)
• Excellent written and verbal communication skills required
• Excellent customer service experience and skills are required

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.

#indam