Customer Success & Retention Specialist

Customer Retention & Relationship Management

• Develop and execute strategies to enhance satisfaction and minimize cancellations.
• Build meaningful, ongoing relationships through consistent and personalized communication.
• Analyze customer feedback to identify trends and drive continuous improvement.

Proactive Customer Engagement

• Conduct check-ins and discovery calls to understand customer needs and ensure a positive experience.
• Educate customers on warranties, incentives, and available services to help them maximize their investment.
• Encourage customers to share positive reviews on Google, BBB, and other platforms to enhance our reputation.

Project & Case Management

• Manage customer cases in Salesforce, ensuring thorough documentation, accurate tracking, and on-time follow-up.
• Support project execution by monitoring timelines, budgets, and customer communications.
• Process reimbursements, credits, and invoices for escalated cases when needed.

Customer Education & Engagement

• Conduct discovery and retention calls to understand customer needs and ensure satisfaction.
• Educate homeowners on warranties, incentives, and service offerings to promote confidence and clarity.
• Request and encourage customers to leave reviews on Google, BBB, and other platforms to enhance Dynamic EcoHome’s reputation.

Case & Project Coordination

• Manage customer cases in Salesforce, ensuring timely updates and accurate documentation.
• Support project progress by monitoring communication milestones and ensuring customer expectations are met.
• Coordinate with internal teams to ensure seamless service delivery and a smooth handoff between departments.

Collaboration & Continuous Improvement

• Partner with operations, finance, and service teams to develop tools and workflows that improve the customer journey.
• Share insights and feedback to enhance retention programs and overall service quality.

What You Bring

• 2+ years of experience in customer success, retention, or service (experience in solar, energy, or home improvement preferred).
• Strong communication and problem-solving skills with a calm, customer-first mindset.
• Experience managing cases in Salesforce or similar CRM platforms.
• Ability to balance multiple priorities and collaborate effectively across departments.
• A passion for helping customers succeed and for building lasting relationships.

Compensation & Benefits

• $70,000 annual base + commission ($5-7 per kW installed on projects)
• Opportunities for advancement and performance-based incentives
• Paid time off, holidays, and a comprehensive benefits package
• A collaborative, mission-driven environment focused on innovation and growth