Customer Support / Retention Specialist

Paynada•Dallas, TX

3d•$20 - $26•Hybrid

About The Position

Paynada is a pioneering force in B2B payment technology services, committed to delivering innovative solutions tailored to our clients' evolving needs. With strategic partnerships, cutting-edge technologies, and a team of experts, we offer a diverse range of products and services, empowering businesses across the U.S. to seamlessly accept all payment types. Operating with the agility of a startup and backed by years of success and secure private financial support, we're dedicated to growing together and staying ahead in the industry. This is an excellent opportunity to join a leading, national credit card processing company that has over a decade of industry experience. Paynada offers innovative payment processing solutions to merchants. Paynada has put together a comprehensive package of products and services. Paynada delivers a consultative approach on the best platforms and equipment most suitable for each merchant.

Requirements

Must be in Dallas, Texas
Recent experience in the merchant services industry
Excellent verbal and written communication skills.
Excellent customer service skills with the ability to handle multiple personalities and escalated issues
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills.
Willingness to work a varying schedule which does include after hours support
Willingness to work in a hybrid office setting
Proficient with Microsoft Office Suite
Associate's degree or equivalent from two-year college or technical school is preferred
History of working in a retention role
Minimum of 2 years of experience in the merchant services industry is required
Minimum of 2 years of experience in a technical/customer support role is required

Nice To Haves

Bilingual is preferred, but not required

Responsibilities

Answer high volume support calls and requests daily
Make outbound calls to customers to provide support on their requests
Deploy and install new equipment and reprogram existing equipment as needed for customers
Review files in CRM to ensure proper set up and installation
Create POS/VAR Sheets
Offer general support to merchants and sales agents
Provide exceptional customer service and support
Work closely with multiple departments and vendors to ensure a smooth activation and provide continued support for merchants.
Call merchants who are looking to cancel to try and retain the accounts. Offer rate reviews, help, etc.
Audit accounts that have put in closure requests to bring them back on board
Other duties as assigned