Customer Retention Representative

Customer Retention Representative

North - Remote 

For internal applicant reference: Job Code Title - Customer Solutions Representative, Associate

Must have open availability between the hours of 5 am - 4:30 pm PT

North, and our family of companies, are committed to making it as easy as possible for businesses to grow through innovations in credit card processing, ecommerce, mobile payments and more. Our mission is to be the easiest payments company to do business with, bar none.

Our Customer Retention Representative is part of a B2B environment which focuses on retaining and expanding business within our current merchant customer base through strategic outreach and inbound calls. The primary focus is to retain our merchant customers seeking to cancel service and to help generate sales by placing outbound calls to former merchants to earn their business back with North.

The ideal candidate possesses a strong understanding of customer retention principles and thrives in a competitive environment focused on achieving results. If you are a driven individual with a proven ability to build rapport, influence decisions, and navigate complex situations to maximize customer loyalty, this role could be for you.

What You’ll Do: 

• 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.

What we need from you: 

• 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.

What we offer: We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• 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  

Hourly Pay Range: $14-$18

This role offers an incentive pay plan in addition to the hourly rate based on achieving retention goals.

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

Please note: North is a US-based company and no sponsorship is available for this position at this time.

Who we are:

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.

Let’s go North, together! Our most important resource is our people. Join our diverse team of innovators and do-ers and make your mark on the future of payments technology. We're proud to offer benefits that help our team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling. 

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

To learn more about North, and our family of companies, visit our website: north.com