Customer Retention Specialist level 1 (Pioneer Account/Company)

Are you energized by fast-paced environments, enjoy solving problems, and want to make a meaningful impact in the renewable energy industry?

We are looking for proactive, customer-focused individuals to join our Customer Retention Team . The ideal candidate has a positive, solutions-oriented mindset, is passionate about delivering exceptional customer experiences, and is committed to building long-term customer relationships. You should enjoy continuous learning, resolving customer concerns, and ensuring customers feel heard, understood, and supported—especially during challenging situations.

This is an exciting opportunity for someone who thrives in a dynamic environment, takes ownership of their work, embraces change, and is eager to grow within a collaborative team focused on delivering outstanding customer retention and service excellence.

• Deliver Empathetic Customer Support: Provide thoughtful, solution-oriented support that builds trust, strengthens customer relationships, and enhances the overall customer experience.
• Educate and Engage Customers: Communicate clearly with customers to help them understand Nexamp's community solar program and ensure they feel confident in the services provided.
• Resolve Customer Concerns: Listen actively, identify the root cause of issues, and provide effective solutions that support customer retention while meeting operational objectives.
• Proactively Support Customers: Follow up on outstanding balances, verify customer contact information, and guide customers toward appropriate payment solutions to minimize churn.
• Maintain Accurate Documentation: Record all customer interactions, resolutions, and account updates accurately within CRM systems to ensure complete and reliable records.
• Collaborate with the Team: Work closely with colleagues and Team Leads by sharing feedback, best practices, and ideas to improve customer retention strategies, processes, and overall service quality.
• Adapt and Continuously Improve: Thrive in a fast-paced, evolving environment by embracing change, taking initiative, and participating in ongoing learning and development opportunities.

Requirements

• 2–4 years of experience in Customer Service, Sales, Collections, Retention, or other customer-facing roles.
• Strong passion for helping customers and resolving issues with empathy and professionalism.
• Excellent verbal and written communication skills, with the ability to explain complex information in a clear and simple manner.
• Proven experience handling customer concerns, improving customer satisfaction, reducing churn, or retaining customers.
• Growth-oriented mindset with the ability to adapt to changing business needs.
• Ability to remain calm, positive, and professional during difficult customer interactions.
• Strong attention to detail and commitment to accurate documentation.
• Experience using CRM platforms such as Salesforce, Zendesk, or similar systems is preferred.

Required Skills:

• Customer Engagement & Retention: Ability to build rapport and influence customers through consultative, solution-focused conversations that encourage long-term retention.
• Problem Solving & Initiative: Strong analytical and critical-thinking skills with the ability to identify issues, propose solutions, and take ownership of customer concerns.
• Communication & Active Listening: Excellent interpersonal skills with the ability to communicate clearly, actively listen, and demonstrate empathy throughout every customer interaction.
• Negotiation & Objection Handling: Skilled in addressing objections professionally and finding mutually beneficial solutions while maintaining a positive customer experience.
• CRM & Systems Proficiency: Comfortable using CRM platforms, ticketing systems, and internal tools to manage customer interactions, track cases, and maintain accurate records.
• Documentation & Process Compliance: Maintains detailed and accurate documentation while following company procedures, workflows, and compliance requirements.
• Adaptability & Teamwork: Works effectively in a dynamic environment, embraces change, and contributes positively to a collaborative team culture.
• Innovation & Continuous Improvement: Demonstrates initiative by suggesting process improvements, sharing ideas, and contributing to more effective customer retention strategies.
• Resilience & Accountability: Maintains a positive attitude during challenging situations, takes ownership of customer outcomes, and consistently delivers high-quality service.

Competencies

• Functional Knowledge
  Demonstrates a growing understanding of customer retention principles, processes, and best practices. Applies foundational knowledge with increasing confidence while continuously developing technical expertise to contribute effectively to team success.
• Communication
  Communicates clearly and professionally with customers, teammates, and stakeholders. Shares information openly, actively listens, and fosters collaboration to achieve common goals while maintaining positive working relationships.
• Delivering Results
  Takes ownership of assigned tasks and consistently delivers high-quality work. Demonstrates initiative, prioritizes responsibilities effectively, and maintains a strong sense of urgency to meet individual and team objectives.
• Problem Solving
  Applies a structured and analytical approach to identifying issues, determining root causes, and implementing effective solutions. Collaborates with team members when needed and contributes ideas that improve processes and customer outcomes.
• Customer Focus
  Maintains a customer-first mindset by actively understanding customer needs, demonstrating empathy, and delivering solutions that enhance customer satisfaction, retention, and overall experience.
• Business Acumen
  Develops a solid understanding of the organization's mission, products, services, and business objectives. Recognizes how individual contributions support the company's overall goals while building knowledge of the industry and customer retention strategies.

Benefits

• Competitive salary package
• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG)
• HMO coverage
• Night Differential Pay (for applicable shifts)
• Paid Time Off (Vacation Leave and Sick Leave)
• Ongoing training and professional development
• Career growth and advancement opportunities
• Supportive and collaborative work environment