Customer Retention Specialist

Velaz Solar & Roofing

Santo Domingo
Permanente
Tiempo completo

Hace 3 días
Postúlese fácilmente

Velaz Solar & Roofing is a leader in sustainable energy solutions, committed to providing cost-effective solar options that deliver quality, efficiency, and long-term value for individuals and businesses. As part of our mission to drive the transition to clean, renewable energy, we prioritize exceptional customer experience and long-lasting relationships.We are seeking a Customer Retention Specialist to join our on-site team in Santo Domingo. In this role, you will play a pivotal part in maintaining our customer base, minimizing cancellations, and ensuring customer satisfaction. You will engage directly with clients, uncover their needs, and work collaboratively across departments to deliver tailored solutions.Key responsibilities include:

Identify at-risk accounts and proactively contact customers, prioritizing calls to uncover true cancellation reasons and document interactions in the CRM.
Listen actively, validate concerns, and handle objections with clear, confident information; tailor communication to customer type and present viable solutions.
Negotiate retention alternatives within company guidelines; coordinate with other departments for technical and commercial solutions to retain customers or minimize cancellation impact.
Follow up with retained customers to ensure agreements are fulfilled and maintain communication until accounts are stable.
Apply escalation procedures for complex cases, collaborating with internal teams to resolve issues and safeguard at-risk accounts.
Analyze cancellation patterns, detect recurring issues across intake, sales, and installation, and propose process or sales improvements.

RequirementsRequired Qualifications:

High school diploma
1–2 years of experience in a call center customer service role focused on customer retention
Experience handling customer objections and negotiating retention alternatives to prevent cancellations
Experience using a CRM system to document customer interactions
Solid understanding of customer retention strategies, including identifying cancellation risks, managing customer objections, and improving customer satisfaction
Professional fluency in Spanish and English for customer calls
Authorized to work in the Dominican Republic (has Dominican ID and/or valid work authorization)
Full-time availability

Preferred Qualifications:

Experience identifying drivers of cancellations and proposing process improvements based on recurring patterns
Experience coordinating with internal teams (technical and commercial) to resolve customer issues and retain accounts
Familiarity with sales and post-sale processes, customer lifecycle, and common reasons for churn
Experience in negotiation, conflict resolution, and maintaining long-term customer relationships
Knowledge of performance tracking (KPIs) in customer service environments

Benefits

Legal employment benefits
Career growth opportunities
Supportive and dynamic team environment

Schedule

Full-time position
On-site role
Saturday availability required

📩 Apply now:
📞 Phone: 849-570-3409

Velaz Solar & Roofing