Quench Water & Solar

Retention Specialist

Quench Water & Solar

full-time

Posted on:

Location Type: Hybrid

Location: King of Prussia • Pennsylvania • United States

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About the role

  • Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
  • Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
  • Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
  • Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
  • Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
  • Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

Requirements

  • 2+ years of professional experience in sales, account management, customer retention, or customer success
  • Demonstrated ability to handle objections, de-escalate difficult conversations, and convert cancellation intent into renewals or contract modifications
  • Strong ability to drive conversations to closure, finalize agreements, and move customers toward implementation
  • Commitment to following documented processes, standard operating procedures, and established retention pathways
  • Excellent verbal and written communication skills with ability to tailor messages to different audiences
  • Strong proficiency with CRM systems (Salesforce preferred) and ability to learn new platforms quickly
  • Proficiency with Microsoft Office Suite (Excel, Word, Outlook)
  • Exceptional organizational skills, ability to multi-task, and thrive in a fast-paced, results-driven environment
Benefits
  • Medical, Dental, Vision which start day one
  • 401(k) match of 50% up to 6%
  • Life insurance
  • Disability
  • Unlimited Paid Time Away
  • Parental leave
  • Additional voluntary benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer retentionsalesaccount managementobjection handlingcontract modificationCRM documentationKPI achievementconsultative questioning
Soft Skills
empathycommunicationorganizational skillsmulti-taskingproblem-solvingcollaborationde-escalationresults-driven