Customer Solutions Representative

NorthAB LLC•Remote work FL, FL

3d•$15 - $17•Remote

About The Position

The Customer Solutions Associate is part of the B2B environment that focuses on retaining and expanding business within the current merchant base, through strategic outreach and inbound closure calls. This role requires a driven individual with a proven ability to build rapport, influence decisions, and navigate complex situations to maximize customer loyalty and growth for North. The ideal candidate possesses a strong understanding of customer retention principles and thrives in a competitive environment focused on achieving results.

Requirements

High School Diploma or equivalent required
1-3 years prior experience in a call center environment required

Nice To Haves

some college preferred
1-3 years prior 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, escalate issues appropriately to ensure immediately resolution; PaymentsHub – educate merchant on value of the NAB loyalty program
Maintain current understanding of NAB processing rate structures and current industry knowledge
Work with all departments within NAB 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
Special projects as assigned by management