JOIN THE REVOLUTION AND EXPERIENCE THE DYNAMIC DIFFERENCE
- Value career development and team member success
- Opportunity for growth and management positions
- High-energy work and lifestyle culture
- Build your legacy
At Dynamic, we believe values are at the core of everything we do. Our values of Dynamic, Developing, Devoted, and Dignity are not just words to us; they represent a way of life. We believe our values impact every aspect of our lives, including the emotional, spiritual, mental, and physical. We are ready to Embrace the Challenge, Redefine what's possible, and Separate from the Ordinary!
Retention Lead Position Overview: We are seeking a dynamic and results-driven Retention Lead to manage customer retention processes, handle escalated complaints, and develop strategies to enhance customer satisfaction and loyalty. This role requires proactive engagement, a deep understanding of customer needs, and the ability to offer tailored solutions. The Retention Lead will work across departments to ensure smooth issue resolution and uphold the company's reputation for excellent service.
Key Responsibilities:- Customer Retention Strategy Development:
- Design and execute comprehensive customer retention strategies to minimize cancellations and maximize satisfaction.
- Analyze customer data to identify trends, pain points, and opportunities for improving retention.
- Escalated Issue Resolution:
- Address and resolve escalated complaints and cancellation requests promptly and professionally.
- Work with cross-functional teams to troubleshoot service-related issues and provide appropriate solutions.
- Proactive Customer Engagement:
- Conduct discovery calls to understand customer concerns, save deals, and encourage customer loyalty.
- Request reviews on platforms like Google and BBB to bolster the company's online presence.
- Complaint and Case Management:
- Manage customer cases using Salesforce, ensuring timely updates and accurate documentation.
- Process reimbursements and handle invoicing for escalated customer cases.
- Customer Education and Sales Support:
- Educate customers on services, warranties, and financial incentives to address potential needs and foster trust.
- Build and maintain strong customer relationships through personalized communication and follow-ups.
- Collaboration and Feedback:
- Partner with internal teams to develop tools and resources that improve the customer experience.
- Provide insights and feedback to enhance customer retention policies and workflows.
Pay Description- $70,000 - $75,000 Salary
- Monthly Commissions
- Bonuses
- Total Compensation: $150,000+
Qualifications:- Proven experience in customer retention, escalations, or client success roles.
- Strong analytical skills and the ability to interpret customer data to inform strategies.
- Proficiency in Salesforce or other CRM tools.
- Exceptional problem-solving, negotiation, and communication skills.
- Knowledge of the solar industry, including technical aspects of projects and service lifecycles, is a plus.
Preferred Skills:- Experience in home sales is highly valued.
- Familiarity with customer retention metrics and models.
- Proven ability to generate positive online reviews and manage public feedback channels.
What We Offer:- Competitive salary with performance-based incentives.
- Opportunities to innovate and shape the customer experience.
- Comprehensive training on our products and services.
- A supportive and dynamic work environment.
Job Type: Full-time
Pay: $70,000.00 - $250,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Shift:
Ability to Commute:
- Richardson, TX 75082 (Required)
Ability to Relocate:
- Richardson, TX 75082: Relocate before starting work (Required)
Work Location: In person
