Customer Retention Team Lead (Pioneer Account/Company)

Are you excited to work in a fast-paced, growing company that is making a meaningful impact in the renewable energy industry?

We are looking for passionate, proactive individuals to help lead our Customer Retention Team. The ideal candidate has a positive, solutions-oriented mindset and is committed to delivering exceptional customer experiences while driving customer engagement and retention. You should enjoy coaching and guiding others, solving complex customer issues, and balancing customer needs with business objectives.

Success in this role requires strong leadership, effective problem-solving, and the ability to use operational systems to accurately document customer interactions, support frontline teams, and contribute to continuous process improvement.

Key Responsibilities

In this role, you will:

• Coach, mentor, and support Customer Retention team members to drive performance and deliver exceptional customer experiences.
• Analyze customer and operational data to identify trends, uncover retention opportunities, and recommend process improvements.
• Respond proactively to changing customer needs with a flexible, solutions-oriented approach to help reduce customer churn.
• Educate customers about community solar programs and clearly explain products and services in an easy-to-understand manner.
• Engage with customers to understand their concerns, resolve issues, and implement effective retention strategies.
• Think strategically and creatively to improve customer satisfaction, loyalty, and overall retention performance.
• Ensure all customer interactions and actions are accurately documented and comply with established processes and operational standards.
• Collaborate with leadership and team members by sharing ideas and contributing to continuous process and service improvements.
• Foster a positive, professional, and customer-focused environment where customers feel valued, supported, and appreciated.

Requirements

Required Education

• Bachelor's degree in Hospitality, Marketing, Communications, Business, or a related field, or an equivalent combination of education and professional experience.

Required Experience

• 3+ years of experience in Customer Service, Customer Retention, Sales, Account Management, or other customer-facing roles.
• At least 1 year of experience coaching, mentoring, leading, or managing a team.
• Excellent verbal and written communication skills, with the ability to educate and influence customers effectively.
• Strong problem-solving, decision-making, and critical-thinking skills with keen attention to detail.
• Experience in a contact center, customer success, account management, or similar customer-focused environment.
• Proven track record of handling customer concerns, improving customer satisfaction, and reducing customer churn.
• Experience working in a fast-paced environment where adaptability and quick decision-making are essential.
• Experience using CRM platforms such as Salesforce, Zendesk, or similar systems is preferred.

Required Skills

• Customer Engagement & Retention: Builds strong customer relationships and implements effective strategies to improve retention and loyalty.
• Leadership & Coaching: Coaches, mentors, and develops team members to improve performance and customer outcomes.
• Problem Solving & Critical Thinking: Identifies root causes, evaluates solutions, and makes sound decisions in a fast-paced environment.
• Communication & Active Listening: Communicates clearly and professionally while building trust through empathy and active listening.
• Negotiation & Objection Handling: Effectively manages difficult conversations and resolves customer concerns with mutually beneficial solutions.
• CRM & Operational Knowledge: Proficient in CRM platforms, ticketing systems, and operational processes while maintaining accurate documentation.
• Documentation & Attention to Detail: Accurately records customer interactions, retention activities, and outcomes while ensuring process compliance.
• Collaboration & Teamwork: Works effectively with cross-functional teams and contributes ideas that improve team performance and customer experience.
• Innovation & Initiative: Proactively identifies opportunities to improve customer retention strategies, processes, and operational efficiency.
• Resilience & Accountability: Maintains a positive attitude, takes ownership of results, and performs effectively during challenging customer interactions.

Benefits

• Competitive salary package

• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG)
• HMO coverage
• Night Differential Pay (for applicable shifts)
• Paid Time Off (Vacation Leave and Sick Leave)
• Ongoing training and professional development
• Career growth and advancement opportunities
• Supportive and collaborative work environment