Role Overview
We are hiring a customer facing Project Manager with solid US voice and retention experience to manage pre install homeowner communication for a US based solar company.
In this role, you will act as the single point of contact for customers during the critical survey and pre installation phase, ensuring schedules stay intact and customers remain committed through confident, controlled communication.
This is not a support role.
This is a customer retention and coordination role that requires ownership, judgment, and the ability to handle difficult conversations without escalation.
Key Responsibilities
Act as the Project Manager for assigned customers during the pre install phase
Call US homeowners to confirm and reschedule site surveys and installations
Proactively manage customer expectations around timelines and delays
Handle frustrated or cancellation prone customers and retain projects before installation
Communicate next steps clearly and confidently to maintain customer trust
Coordinate internally with operations, scheduling,
and field teams
Document conversations and project updates accurately
Ensure projects move forward without customer drop off
equired Experience and Skills
3 to 6+ years of experience in US or UK voice process
Prior experience in customer retention, save desk, escalations, renewals, or high ticket appointment setting
Experience owning customer communication end to end
Excellent spoken English with a neutral international accent
Solid objection handling and de escalation capability
Ability to communicate with authority while maintaining empathy
Comfortable managing multiple customers and timelines simultaneously
Secure work history in international BPO or customer facing roles
What This Role Is NOT
Not entry level
Not back office or non voice
Not basic customer support or script reading
This role requires tenure, maturity, and ownership mindset.