Retention Manager

Job Type: Full-Time

Location: American Fork, UT (onsite)

Pay: Base pay, commissions, and bonuses DOE

Position Summary:

Fluent Solar is hiring for a Retention Manager! The Retention Manager reduces client attrition by managing high-risk projects. They are responsible for the saving of accounts and the prevention of cancellations. This position requires a strong sense of timing, discretion, flexibility, and an exceptional ability to address customer issues in real-time.

Responsibilities:

• Managing a team of Retention Specialists
• Resolving escalated customer issues and saving accounts of customers who have communicated a desire to cancel their Fluent Solar services
• Managing calls in the "cancel" queue via inbound/outbound call handling
• Acquiring and maintaining a comprehensive knowledge of the company's policies, procedures, and guidelines
• Maintaining thorough and effective documentation of all steps taken or attempted to resolve a customer's concerns
• Renewing current customers' contracts
• Other duties as assigned/needed

Qualifications:

• 5 years of previous Customer Service or Retention experience
• 3 years of management experience
• Previous sales experience preferred
• Project Management experience a plus
• Excellent verbal and written communication skills
• Ability to diffuse and deescalate difficult situations with customers
• Proficient with a computer including but not limited to the Microsoft Office suite including Outlook, Word, and Excel
• Must be able to multi-task
• Must be extremely organized
• Must be detail-oriented

About Fluent Solar:

Here at Fluent, we are a nationwide residential solar provider with over 10 years of expertise on an international level. In today's competitive market, we are committed to producing the highest quality with unmatched customer service. Our vision is simple, provide the very best for our customers while maintaining an incredible culture and experience for our employees.