[Remote] Customer Retention Representative

Note: The job is a remote job and is open to candidates in USA. North is a company committed to helping entrepreneurs grow their businesses through innovative payment solutions. The Customer Retention Representative will focus on retaining and expanding the current merchant customer base through strategic outreach and inbound calls, primarily addressing concerns related to service, rates, and equipment. Responsibilities Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB. 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, and escalate issues appropriately to ensure immediately resolution Educate merchants on the value of the North loyalty program 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 Skills High School Diploma or equivalent required Minimum one (1) year experience in a call center environment required 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 Some college coursework preferred Minimum one (1) year experience as a Sales, Retention, or Loyalty Representative preferred 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 Company Overview CWA Merchant Services is based in Syosset, NY and supports merchants in all different industries, specializing in both card present and card not present payment processing. It was founded in 1985, and is headquartered in Woodbury, New York, USA, with a workforce of 11-50 employees. Its website is