Customer Retention Team Lead

NexampChicago, Illinois, United StatesOnsite

Job FunctionsCoaching, mentoring, and guiding members of the customer retention teamUsing data effectively to identify obstacles and suggest changes to better retain community solar customersActively embodying nimble and flexible behaviors critical to reduce customer churn by responding to current needsEngaging with customers to educate them about community solar and to ensure they understand our exciting, but sometimes complicated, productThinking creatively and strategically about how to improve customer satisfaction and loyaltyMaintaining a positive and upbeat attitude, ensuring customers feel valued and appreciated

Job RequirementsBA/BS degree in Hospitality, Marketing, Communications, or equivalent professional experience3+ years in customer service, sales, or retention roles (or a strong passion for customer engagement and problem-solving)1+ years of experience coaching, mentoring, or managing peopleExperience in a call center, account management, or customer success environmentProven track record of handling customer concerns, reducing churn, or improving customer satisfactionCommitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today

SkillsCustomer Engagement & Persuasion – Ability to connect with customers, understand their concerns, and find solutions that encourage them to stayProblem-Solving & Critical Thinking – Quickly analyzing issues and proposing effective retention strategiesCommunication & Active Listening – Strong verbal and written communication skills to engage customers in a positive and empathetic mannerNegotiation & Objection Handling – Skilled in overcoming objections and finding win-win solutionsOperational & Systems Knowledge – Comfortable working with CRM tools, ticketing systems, and internal processes to document interactions accuratelyData Entry & Documentation – Attention to detail in recording customer interactions, reasons for potential churn, and outcomesCollaboration & Teamwork – Willingness to share ideas, work closely with teammates, and contribute to building a strong retention teamInnovation & Initiative – Ability to think outside the box and propose new ideas to improve retention strategies and customer satisfactionPositive, solutions-oriented mindsetCommitment to understanding both customer and Nexamp needsProven track record of handling customer concerns, reducing churn, or improving customer satisfactionEagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions

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 passionate and proactive people to help lead our Customer Retention Team. The ideal candidate will have a positive, solutions-oriented mindset, always thinking about how to engage and retain customers. Experience in, and a love of, coaching and guiding others with a focus on helping them succeed. You should be committed to understanding both customer, and Nexamp needs, problem-solving effectively, and using operational systems to track and document interactions accurately.The Customer Retention Team Lead position is a

Full time, Hybrid role based out of the Chicago, IL office. 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:

Coach, mentor, and guide members of the customer retention team.
Use data effectively to identify obstacles and suggest changes to better retain community solar customers.
Actively embody the nimble and flexible behaviors critical to reduce customer churn by responding to current needs.
Engage with customers to educate them about community solar and to ensure they understand our exciting, but sometimes complicated, product.
Connect with them to understand their concerns and find ways to retain their business.
Think creatively and strategically about how to improve customer satisfaction and loyalty.
Work within operational frameworks, ensuring that all actions are properly recorded and aligned with company processes.
Actively contribute ideas and improvements to help shape and grow the retention team.
Maintain a positive and upbeat attitude, ensuring customers feel valued and appreciated.

What you’ll bring:

BA/BS degree in Hospitality, Marketing, Communications, or equivalent professional experience.
3+ years in customer service, sales, or retention roles (or a strong passion for customer engagement and problem-solving).
1+ years of experience coaching, mentoring, or managing people.
Experience in a call center, account management, or customer success environment.
Proven track record of handling customer concerns, reducing churn, or improving customer satisfaction.
Experience working in a fast-paced environment where quick decision-making and adaptability are key.
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.

Necessary Skills:

Customer Engagement & Persuasion – Ability to connect with customers, understand their concerns, and find solutions that encourage them to stay.
Problem-Solving & Critical Thinking – Quickly analyze issues and propose effective retention strategies.
Communication & Active Listening – Strong verbal and written communication skills to engage customers in a positive and empathetic manner.
Negotiation & Objection Handling – Skilled in overcoming objections and finding win-win solutions.
Operational & Systems Knowledge – Comfortable working with CRM tools, ticketing systems, and internal processes to document interactions accurately.
Data Entry & Documentation – Attention to detail in recording customer interactions, reasons for potential churn, and outcomes.
Collaboration & Teamwork – Willingness to share ideas, work closely with teammates, and contribute to building a strong retention team.
Innovation & Initiative – Ability to think outside the box and propose new ideas to improve retention strategies and customer satisfaction.
Resilience & Positive Attitude – Ability to stay upbeat and solution-focused, even in challenging conversations.

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 $34 - $39/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.

Life at Nexamp

Nexamp’s management team combines expertise in power generation and marketing, renewable energy project development, project finance, EPC, and O&M, as well as extensive experience in regulatory and other financial fields. This strong diversity of leadership experience ensures that Nexamp brings quality solar projects on line and builds long-term value for our clients, partners, and investors.

Thrive Here & What We Value1. Passionate about clean energy: The candidate is enthusiastic about contributing towards a future where energy is clean, simple, and accessible for all. This passion indicates that the company culture likely values sustainability and environmental responsibility.2. Diverse teamwork: The candidate highlights their experience working with teams from various backgrounds, suggesting that Nexamp fosters an inclusive work environment that encourages collaboration among diverse employees.3. Mission-driven approach: The candidate's desire to contribute towards a clean energy future indicates that the company likely has a strong mission and purpose driving its operations and decision-making processes.4. Experience in business development roles within the renewable energy sector: This experience suggests that Nexamp values expertise in the industry, with an emphasis on identifying new market opportunities and fostering relationships with customers and stakeholders.5. Innovative strategies for growth: The candidate's previous role involved driving growth through innovative approaches, indicating that Nexamp likely encourages creativity and out-of-the-box thinking in its business development efforts.6. Collaboration with cross-functional teams: The candidate's experience working on projects involving multiple departments suggests that the company values collaboration across different areas of expertise to achieve common goals.7. Fast-paced work environment: The previous role at GreenTech Solutions involved a fast-paced setting, indicating that Nexamp likely maintains an energetic and dynamic atmosphere in its business development department.8. Leadership skills: As the candidate successfully led their team into new markets resulting in significant growth, this suggests that Nexamp values strong leadership qualities within its organization.9. Commitment to diversity and inclusion: The candidate is drawn to Nexamp's commitment to providing a diverse and inclusive workplace, indicating that the company likely prioritizes equal opportunity employment and fostering an environment where all employees feel valued.10. Flexibility in working arrangements: The candidate expresses interest in remote or hybrid work environments, suggesting that Nexamp values flexibility for its employees while maintaining effective collaboration among team members.