Customer Retention Representative

North.; United States; Remote; USD 21,000 - 23,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Coverage

PTO: Vacation, Sick, Holidays

401(k) + Match

Education Assistance

Birthday Holiday

Job summary

North is seeking a Customer Solutions Associate for a fully remote, B2B role focused on retaining and expanding merchant relationships. You will handle inbound calls and strategic outreach to educate on value, pricing, and the NAB loyalty program while aiming to reduce churn and grow account value.

Collaborating with multiple departments, you will resolve issues, analyze rate structures, and implement improvements to keep merchants satisfied with North’s payment platform and services.

Qualifications

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

Responsibilities

• Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with North.
• Explain pricing, rates, and loyalty programs to merchants.
• Serve as primary contact for merchant issues and coordinate resolution with other departments.
• Analyze rate structures and advise on better options to reduce churn and maximize merchant loyalty.

Skills

Call center experience

Customer retention

Relationship building

Sales / upsell

Education

High School diploma or equivalent

Some college preferred

Job description

Customer Solutions RepresentativeNorth- RemoteLet’s go North, together.Join our mission to build the largest suite of credit card processing and merchant services. It’s one simple payment platform backed by the most diverse payment companies. From credit card processing to back-office management, North points the way to smarter, faster, and just plain better payment solutions.Job Summary: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.What you'll do: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 analysisEquipment Concerns – educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendationsService Concerns – serve as a point of contact for the merchant while their issues are being addressed and resolved, escalate issues appropriately to ensure immediately resolutionPaymentsHub – educate merchant on value of the NAB loyalty programMaintain 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.What we need from you:High School Diploma or equivalent required; some college preferred1-3 years prior experience in a call center environment required1-3 years prior experience as a Sales, Retention, or Loyalty Representative preferredWhat 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 CoveragePTO: Vacation, Sick, HolidaysBirthday HolidayEducation Assistance401(k) + MatchMental Health Support & Well-Being ProgramCompany-funded Lifestyle Spending AccountSalary Range: $15.00-$17.00 per hour + monthly bonusPay 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.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