Customer Retention Specialist — Reduce Churn & Reactivate

Epos Now; United States; Remote; USD 42,000 - 52,000; Full time

Benefits offered by this job

Casual dress

Company events

Company pension

Employee discount

On-site parking

Referral programme

Job summary

Epos Now is seeking a Customer Retention Agent to protect revenue and reduce churn for our US customer base. The role focuses on proactive outreach, handling cancellations, managing billing inquiries, and nurturing relationships to demonstrate value of our cloud-based POS solution.

Working Monday to Friday, 1:00pm–10:00pm UK time (some weekend work), you will use CRM data and NPS insights to resolve issues, retain customers, and escalate as needed alongside the Customer Experience Team.

Qualifications

• Maintain low churn by engaging at-risk customers.
• Proactively contact customers to resolve issues.
• Resolve cancellations and billing queries professionally.
• Leverage NPS results to address detractors.

Responsibilities

• Be the first contact for cancellations and inquiries.
• Own cancellation queue and reactivate where possible.
• Maintain high outbound activity to nurture relationships.

Skills

Customer service

Negotiation

Account management

CRM proficiency

Difficult conversations

Churn prevention

Tools

CRM software

Job description

Epos Now is seeking a Customer Retention Agent to protect revenue and reduce churn for our US customer base. The role focuses on proactive outreach, handling cancellations, managing billing inquiries, and nurturing relationships to demonstrate value of our cloud-based POS solution.

Working Monday to Friday, 1:00pm–10:00pm UK time (some weekend work), you will use CRM data and NPS insights to resolve issues, retain customers, and escalate as needed alongside the Customer Experience Team.