Customer Retention Representative

Nexamp•Chicago, IL

17h•$23 - $28•Hybrid

About The Position

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 to hire Customer Retention Representatives to join their Customer Retention & Collections team. At Nexamp, we’re reinventing how people connect with clean energy. As part of our Customer Retention Team, you’ll play a critical role in keeping customers engaged, informed, and excited about their community solar subscription. We’re looking for curious, proactive problem-solvers who thrive in fast-paced environments and know how to turn challenging conversations into positive experiences. If you enjoy helping people, simplifying complex concepts, and finding creative solutions when the path isn’t always clear, this is the role for you. You will be hybrid out of Chicago, IL. You will report to the Supervisor, Customer Retention & Collections.

Requirements

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.

Nice To Haves

Previous experience with utilities or in the renewable energy or environmental fields is preferred

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