Customer Retention Agent- US Hours

Epos Now Group; Norwich; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Casual dress

Company pension

Employee discount

On-site parking

Referral programme

Job summary

Epos Now is seeking a Customer Retention Agent to protect the customer base and minimize churn. The role focuses on proactive outreach, handling escalations, and driving renewals for our US customer base in a 1:00pm–10:00pm UK time window.

You will be engaging with customers at risk of churn, negotiating solutions, and coordinating with the Customer Experience Team to resolve issues and maintain satisfaction.

Qualifications

• Proven ability to retain customers and reduce churn.
• Excellent negotiation and communication skills.
• Experience in customer success or account management.
• Ability to handle difficult conversations and maintain customer relations.
• Strong focus on delivering value and reducing cancellations.

Responsibilities

• Retain customers and contribute to a low churn target.
• Contact customers at risk of churn or cancelation.
• Manage cancellation queue and seek to reactivate accounts where possible.
• Use feedback to improve processes and customer experience.
• Handle billing enquiries and subscription questions.
• Maintain high outbound activity to nurture relationships.

Skills

Account management

Negotiation

Customer success

Churn reduction

Outbound/outreach

Tools

CRM software

Job description

Job title:

Customer Retention Agent

Salary:

£26,436 with uncapped commission

40 hours per week: Monday to Friday 1pm-10pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday)

About the role:

Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - this company takes it personally.

As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or canceling in a timely manner.

This role is Monday to Friday, 1:00pm - 10:00pm (UK time), supporting our US customer base. These hours ensure we're available when our customers need us most.

Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business. You will also proactively contact customers to improve their experience, and will be the first point of call to deal with cancellations, billing enquiries, customer retention and complaints.

Responsibilities

• Retain customers, contributing the company goal of a 1% churn of customer base.
• Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.
• Manage all canceled customers and outbound activity. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate accounts where possible.
• Use Net Promoter Score results from cancellations to address detractor issues.
• Be the first escalation point of contact for customer complaints and cancellations, ensuring compliance with terms and conditions and effectively resolving complaints with the Customer Experience Team.
• Answering customers' billing and subscription queries.
• Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth.
• Ensure all customers understand the value of the company’s products and services.
• Deliver against KPIs in key areas of activity and productivity.
• Optimize customer experience by effectively utilizing the CRM.
• Follow all relevant processes and proactively give feedback to improve them.

Why EposNow

Epos Now is a market-leading fintech business with an international presence (71 countries and counting!). As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. In fact, our company mission is to make commerce accessible to everyone.

We proudly deliver a top customer service experience to our customers across the world, with offices in the UK, USA and Australia.

Every Epos Now employee is supported with a personalised progression plan, and we are quickly expanding our customer service teams to support future growth - it’s an exciting time to join us!

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
  
• On-site parking
• Referral programme

Our Interview Process

Stage 1 – Initial Conversation- A short telephone conversation with a member of our Talent Team.

Stage 2 – Hiring Manager Interview- A face-to-face interview with the Hiring Manager to discuss your experience, skills and suitability for the role.

We aim to keep our recruitment process straightforward, engaging and respectful of your time.