Customer Retention Project Manager

Description

Role Overview

We are hiring a customer facing Project Manager with strong ** US voice and retention experience** to manage ** pre install homeowner communication** for a US based solar company.

In this role, you will act as the single point of contact for customers during the critical ** survey and pre installation phase **, ensuring schedules stay intact and customers remain committed through confident, controlled communication.

This is **not a support role **.

This is a customer retention and coordination role that requires ownership, judgment, and the ability to handle difficult conversations without escalation.

Key Responsibilities

• Act as the Project Manager for assigned customers during the pre install phase

• Call US homeowners to confirm and reschedule site surveys and installations

• Proactively manage customer expectations around timelines and delays

• Handle frustrated or cancellation prone customers and retain projects before installation

• Communicate next steps clearly and confidently to maintain customer trust

• Coordinate internally with operations, scheduling, and field teams

• Document conversations and project updates accurately

• Ensure projects move forward without customer drop off

Requirements

Required Experience and Skills

• 3 to 6+ years of experience in US or UK voice process

• Prior experience in customer retention, save desk, escalations, renewals, or high ticket appointment setting

• Experience owning customer communication end to end

• Excellent spoken English with a neutral international accent

• Strong objection handling and de escalation capability

• Ability to communicate with authority while maintaining empathy

• Comfortable managing multiple customers and timelines simultaneously

• Stable work history in international BPO or customer facing roles

What This Role Is NOT

• Not entry level

• Not back office or non voice

• Not basic customer support or script reading

This role requires **tenure, maturity, and ownership mindset **.