Customer Retention Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Retain client accounts by addressing unresolved issues and informing merchants about the advantages of staying with North.

• Inform merchants about pricing, provide competitive rate quotations, and/or conduct internal rate assessments.

• Teach merchants about equipment functionality, recognize when alternative equipment is suitable, and offer equipment suggestions.

• Act as a point of contact for merchants while service-related issues are being addressed and solved.

• Appropriately escalate issues to ensure prompt resolutions.

• Educate merchants about the benefits of the NAB loyalty program, PaymentsHub.

• Collaborate with various departments within NAB to find the best solutions for merchant issues.

• Identify the underlying causes of merchant dissatisfaction when cancellation cannot be avoided.

• Recommend process enhancements to minimize account closures.

• Complete special projects assigned by management.

⛳️ Requirements

• High School Diploma or equivalent is essential.

• Some college education is preferred.

• 1-3 years of previous experience in a call center environment is required.

• 1-3 years of experience as a Sales, Retention, or Loyalty Representative is preferred.

• Demonstrated ability to build relationships, influence decisions, and navigate intricate situations.

• Strong grasp of customer retention principles.

• Ability to keep up-to-date with NAB processing rate structures and current industry trends.

🏝️ Benefits

• Medical, Dental, & Vision Coverage.

• PTO: Vacation, Sick Leave, and Holidays.

• Birthday Holiday.

• Education Assistance.

• 401(k) with Matching Contributions.

• Mental Health Support & Well-Being Program.

• Company-funded Lifestyle Spending Account.

• Monthly bonus.