Customer Retention Representative

NorthAB LLC

1d•$14 - $18•Remote

About The Position

Customer Retention Representative North - Remote For internal applicant reference: Job Code Title - Customer Solutions Representative, Associate Must have open availability between the hours of 5 am - 4:30 pm PT North, and our family of companies, are committed to making it as easy as possible for businesses to grow through innovations in credit card processing, ecommerce, mobile payments and more. Our mission is to be the easiest payments company to do business with, bar none. Our Customer Retention Representative is part of a B2B environment which focuses on retaining and expanding business within our current merchant customer base through strategic outreach and inbound calls. The primary focus is to retain our merchant customers seeking to cancel service and to help generate sales by placing outbound calls to former merchants to earn their business back with North. The ideal candidate possesses a strong understanding of customer retention principles and thrives in a competitive environment focused on achieving results. If you are a driven individual with a proven ability to build rapport, influence decisions, and navigate complex situations to maximize customer loyalty, this role could be for you.

Requirements

High School Diploma or equivalent required. Some college coursework preferred.
Minimum one (1) year experience in a call center environment required
Minimum one (1) year experience as a Sales, Retention, or Loyalty Representative preferred.
Must be able to balance assertiveness and empathy when negotiating with North customers.
Demonstrated ability to make independent decisions based on customer needs.
Excellent oral and written communication skills.
Demonstrated ability to achieve and exceed goals and objectives.
Ability to provide a delightful experience to our customers during times of adversity.

Nice To Haves

Some college coursework preferred.
Minimum one (1) year experience as a Sales, Retention, or Loyalty Representative preferred.

Responsibilities

Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB. Issues generally center around:
Rates and Fees – educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis
Equipment Concerns – educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
Service Concerns – serve as a point of contact for the merchant while their issues are being addressed and resolved, and escalate issues appropriately to ensure immediately resolution
Educate merchants on the value of the North loyalty program
Maintain current understanding of North processing rate structures and current industry knowledge.
Work with all departments within North to identify the best solution to the merchant’s concerns.
Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable.
Make suggestions to management for improving processes to reduce account closures.