Customer Retention Specialist

Velaz Solar & Roofing is a leader in sustainable energy solutions, committed to providing cost-effective solar options that deliver quality, efficiency, and long-term value for individuals and businesses. As part of our mission to drive the transition to clean, renewable energy, we prioritize exceptional customer experience and long-lasting relationships.

We are seeking a Customer Retention Specialist to join our on-site team in Santo Domingo. In this role, you will play a pivotal part in maintaining our customer base, minimizing cancellations, and ensuring customer satisfaction. You will engage directly with clients, uncover their needs, and work collaboratively across departments to deliver tailored solutions.

Key responsibilities include: • Identify at-risk accounts and proactively contact customers, prioritizing calls to uncover true cancellation reasons and document interactions in the CRM. • Listen actively, validate concerns, and handle objections with clear, confident information; tailor communication to customer type and present viable solutions. • Negotiate retention alternatives within company guidelines; coordinate with other departments for technical and commercial solutions to retain customers or minimize cancellation impact. • Follow up with retained customers to ensure agreements are fulfilled and maintain communication until accounts are stable. • Apply escalation procedures for complex cases, collaborating with internal teams to resolve issues and safeguard at-risk accounts. • Analyze cancellation patterns, detect recurring issues across intake, sales, and installation, and propose process or sales improvements.