Customer Retention Representative
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Job Description
Customer Retention Representative focused on retaining merchant accounts for North through outreach and inbound calls. Assisting with issue resolution and providing value propositions to customers.
Responsibilities:
- Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB.
- Educate merchants on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
- 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
- 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
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
Benefits:
- Medical, Dental, & Vision Coverage
- Paid Time Off
- 401(k) + Match
- Mental Health Support & Well-Being Program
- Paid Maternity & Paternity Leave
- Education Assistance
- Company-funded Lifestyle Spending Account
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