Customer 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

• Onsite visits to customer’s homes to build rapport, repair the trust in the company, problem solve, all in efforts to retain the customer.  
• Provide feedback to business units on identified areas for improvement or resolve issues or concerns
• Ability to adapt to quickly changing priorities, case volume, and evolving customer needs.
• Effectively communicating with client with a strong phone presence and ability to engage customers and negotiating on behalf of the company and customer
• 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

Education/Experience

• College degree or equivalent work experience 
• 2-3 years of progressive experience in a call center or collection agency preferred. 
• Bilingual – Spanish is a plus
• Salesforce experience is a plus
• Computer skills required. Google Workspace experience preferred
• Excellent written and verbal communication skills 
• Excellent customer service experience and skills

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.