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 for curious, proactive, and customer-focused individuals to join our Customer Retention Team as Customer Retention Representatives.

The ideal candidate brings a positive, solutions-oriented mindset, always thinking about how to engage and retain customers, and committed to delivering world-class customer experiences. You should enjoy learning, finding solutions for escalated problems, and helping customers feel heard, understood, and supported—especially when their relationship with us may be at risk. 

This is a great opportunity for someone who thrives in dynamic environments, enjoys taking ownership, and wants to grow with a team that’s shaping the future of customer retention at Nexamp. We are building a dynamic team and need individuals who are invested in making a real impact. If you’re ready to be a key player in customer retention and growth, we want to hear from you! 

The Customer Retention Representative position is a Full time, hybrid role based out of Chicago, IL.  Our next class will start on June 23rd, 2025. We are interviewing candidates on a rolling basis, and finalists will be invited to interview onsite May 27th and 28th. Applications are due by May 15th. 

What you’ll do:  

• Deliver Empathetic Support: Prioritize the customer experience by delivering thoughtful, solution-driven interactions that foster trust, loyalty, and satisfaction.
• Engage and Educate: Communicate directly with customers to ensure they understand our community solar product and feel confident in their relationship with Nexamp.
• Resolve Customer Concerns: Listen actively, identify root causes, and offer solutions that support both customer retention and operational goals.
• Be Proactive: Remind customers about open balances, confirm their contact details are accurate, and guide them toward payment solutions that reduce churn.
• Document with Accuracy: Record all interactions in our CRM systems to maintain visibility into customer needs and outcomes.
• Collaborate and Contribute: Share ideas and feedback with your team and Team Lead to improve retention strategies, tools, and processes.
• Adapt and Grow: Embrace a constantly changing environment, take initiative, and stay open to learning and development opportunities.

What you’ll bring:

• 1-3 years of Experience: in customer service, sales, retention or similar customer-facing roles
• Customer Engagement & Retention: Confident in having persuasive, helpful conversations that encourage customers to stay
• Problem Solving & Initiative: Comfortable thinking on your feet and using effective retention strategies
• Communication & Active Listening: Able to build rapport and trust through empathy and clear communication
• Negotiation & Objection Handling: Skilled in overcoming objections with empathy and professionalism to find win-win outcomes and to handle challenging conversations.
• Operational & Systems Knowledge: Comfortable navigating CRM tools, ticketing systems, and internal processes to ensure accurate documentation and adherence to workflows.
• Documentation & Systems Use: Accurate and timely in using CRM systems to track every step of the customer journey
• Adaptability & Teamwork: Thrives in fast-changing environments and contributes positively to a collaborative team culture
• Innovation & Initiative: Willing to think outside the box, suggest new ideas, and help improve customer retention strategies and team efficiency.
• Resilience & Ownership: Keeps a positive attitude and takes responsibility for delivering high-quality customer outcomes

Critical Competencies:

• 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 $25 - $29 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.