Customer Retention Agent (Energy Industry)

Job Summary:
The Customer Retention Agent is responsible for maintaining and strengthening relationships with existing customers in the energy sector. This role focuses on reducing customer churn, addressing concerns, and promoting suitable products or services to ensure long-term customer satisfaction and loyalty.

Key Responsibilities:

• Proactively engage with customers that are at risk of cancellation or non-renewal
• Handle inbound and outbound calls, emails, or chats related to account retention
• Identify customer needs and provide tailored solutions, including pricing plans or contract adjustments
• Educate customers on energy products, billing, usage, and savings opportunities
• Resolve complaints efficiently while maintaining a positive customer experience
• Negotiate contract renewals and retention offers within company guidelines
• Accurately document customer interactions in CRM systems
• Meet or exceed retention targets, KPIs, and quality standards
• Stay up to date with energy market trends, regulations, and company offerings

Qualifications:

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• 1–3 years of experience in customer service, sales, or retention (energy or utilities industry preferred)
• Strong communication, negotiation, and problem-solving skills
• Ability to handle objections and de-escalate difficult situations
• Familiarity with CRM software and call center tools
• Results-driven with a customer-first mindset

Preferred Skills:

• Knowledge of deregulated energy markets
• Experience with contract negotiations or account management
• Must be bilingual (English/Spanish)

Please take the following documents to the interview: -

2 Passport size picture

Updated Resume

NIS, TRN, ID

NCB or Scotia Banking details

Certificates and Qualifications

We are located at: -

1 Mangrove Way, Freezone, Freeport,

Montego Bay, St. James, Jamaica