[Hiring] Customer Retention Representative @NorthAB LLC

Role Description

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.

• Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with North. 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 immediate 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

Qualifications

• High School Diploma or equivalent required; some college preferred
• 1-3 years prior experience in a call center environment required
• 1-3 years prior experience as a Sales, Retention, or Loyalty Representative preferred

Benefits

• Medical, Dental, & Vision Coverage
• PTO: Vacation, Sick, Holidays
• Birthday Holiday
• Education Assistance
• 401(k) + Match
• Mental Health Support & Well-Being Program
• Company-funded Lifestyle Spending Account

Company Description

North, and our family of companies, are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both. We pride ourselves on being large enough to offer customized solutions to our enterprise-level clients while remaining agile enough to take an award-winning, hands-on approach to personal service that our merchants won’t find anywhere else.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.