Customer Retention Representative

NorthAB LLC; United States; Remote; USD 21,000 - 23,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Coverage

PTO: Vacation, Sick, Holidays

Birthday Holiday

Education Assistance

401(k) + Match

Mental Health Support & Well-Being

Lifestyle Spending Account

Job summary

North is seeking a Customer Solutions Representative to retain and grow the current merchant base in a fully remote environment across the United States. You will engage merchants, resolve issues, and educate them on pricing, equipment options, and the NAB loyalty program.

The role requires 1–3 years in a call center and 1–3 years in sales/retention. We offer comprehensive benefits and a competitive hourly pay range with monthly bonuses.

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 issues while educating merchants on North's value proposition.
• Address rates, fees, equipment concerns, and service-related questions for merchants.
• Serve as point of contact, escalate issues to ensure immediate resolution.
• Educate merchants on PaymentsHub and NAB loyalty program benefits.
• Maintain current understanding of NAB processing rate structures and industry knowledge.
• Collaborate with all departments to identify best merchant solutions and root causes of dissatisfaction; participate in special projects.

Skills

Call center experience

Retention/loyalty

Customer service

Education

High School Diploma or equivalent

Job description

Customer Solutions Representative

North- Remote

Let’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 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, elevate 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.

What we need from you

• 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

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

Salary Range: $15.00-$17.00 per hour + monthly bonus

Paywithin this range varies by work locationand 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