Customer Retention Representative

NorthAB LLC•Remote work FL, FL

2d•$15 - $17•Remote

About The Position

The Customer Solutions Associate works in a B2B environment to retain and expand business within North’s existing merchant base through strategic outreach and inbound closure calls. The role focuses on building rapport, influencing decisions, and resolving complex merchant concerns to support customer loyalty and growth. The representative helps merchants understand the value of remaining with North and works across departments to identify suitable solutions.

Requirements

High school diploma or equivalent.
1–3 years of prior experience in a call center environment.
Strong ability to build rapport, influence decisions, and navigate complex situations.
Understanding of customer retention principles.

Nice To Haves

Some college education.
1–3 years of prior experience as a Sales, Retention, or Loyalty Representative.

Responsibilities

Retain merchant accounts by resolving outstanding issues and explaining the value of remaining with North.
Address questions about rates and fees by educating merchants on pricing, providing competitive rate quotes, and/or conducting internal rate analysis.
Address equipment concerns by explaining basic functionality, determining when alternate equipment may be a better fit, and making equipment recommendations.
Serve as a point of contact while merchant service issues are addressed; escalate issues appropriately to support prompt resolution.
Educate merchants about the value of the PaymentsHub loyalty program.
Maintain current knowledge of NAB processing rate structures and the payment-processing industry.
Work with departments across NAB to identify solutions to merchant concerns.
Determine the root cause of merchant dissatisfaction when cancellation is inevitable.
Suggest process improvements to management to reduce account closures.
Complete special projects assigned by management.