Customer Success & Retention Specialist

Dynamic SLR•Richardson, TX

72d•$70,000

About The Position

Customer Retention & Relationship Management Develop and execute strategies to enhance satisfaction and minimize cancellations. Build meaningful, ongoing relationships through consistent and personalized communication. Analyze customer feedback to identify trends and drive continuous improvement. Proactive Customer Engagement Conduct check-ins and discovery calls to understand customer needs and ensure a positive experience. Educate customers on warranties, incentives, and available services to help them maximize their investment. Encourage customers to share positive reviews on Google, BBB, and other platforms to enhance our reputation. Project & Case Management Manage customer cases in Salesforce, ensuring thorough documentation, accurate tracking, and on-time follow-up. Support project execution by monitoring timelines, budgets, and customer communications. Process reimbursements, credits, and invoices for escalated cases when needed. Customer Education & Engagement Conduct discovery and retention calls to understand customer needs and ensure satisfaction. Educate homeowners on warranties, incentives, and service offerings to promote confidence and clarity. Request and encourage customers to leave reviews on Google, BBB, and other platforms to enhance Dynamic EcoHome’s reputation. Case & Project Coordination Manage customer cases in Salesforce, ensuring timely updates and accurate documentation. Support project progress by monitoring communication milestones and ensuring customer expectations are met. Coordinate with internal teams to ensure seamless service delivery and a smooth handoff between departments. Collaboration & Continuous Improvement Partner with operations, finance, and service teams to develop tools and workflows that improve the customer journey. Share insights and feedback to enhance retention programs and overall service quality.

Requirements

2+ years of experience in customer success, retention, or service (experience in solar, energy, or home improvement preferred).
Strong communication and problem-solving skills with a calm, customer-first mindset.
Experience managing cases in Salesforce or similar CRM platforms.
Ability to balance multiple priorities and collaborate effectively across departments.
A passion for helping customers succeed and for building lasting relationships.

Nice To Haves

experience in solar, energy, or home improvement preferred

Responsibilities

Develop and execute strategies to enhance satisfaction and minimize cancellations.
Build meaningful, ongoing relationships through consistent and personalized communication.
Analyze customer feedback to identify trends and drive continuous improvement.
Conduct check-ins and discovery calls to understand customer needs and ensure a positive experience.
Educate customers on warranties, incentives, and available services to help them maximize their investment.
Encourage customers to share positive reviews on Google, BBB, and other platforms to enhance our reputation.
Manage customer cases in Salesforce, ensuring thorough documentation, accurate tracking, and on-time follow-up.
Support project execution by monitoring timelines, budgets, and customer communications.
Process reimbursements, credits, and invoices for escalated cases when needed.
Conduct discovery and retention calls to understand customer needs and ensure satisfaction.
Educate homeowners on warranties, incentives, and service offerings to promote confidence and clarity.
Request and encourage customers to leave reviews on Google, BBB, and other platforms to enhance Dynamic EcoHome’s reputation.
Manage customer cases in Salesforce, ensuring timely updates and accurate documentation.
Support project progress by monitoring communication milestones and ensuring customer expectations are met.
Coordinate with internal teams to ensure seamless service delivery and a smooth handoff between departments.
Partner with operations, finance, and service teams to develop tools and workflows that improve the customer journey.
Share insights and feedback to enhance retention programs and overall service quality.