North

Customer Retention Representative

North

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $14 - $18 per hour

Job Level

Junior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
assertivenessempathyindependent decision makingoral communicationwritten communicationgoal achievementcustomer experienceproblem resolutionnegotiationprocess improvement
Certifications
High School Diplomasome college coursework