Customer Support Specialist Remote Working

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

Customer Retention Agent 40 hours per week: Monday to Friday 1pm-10pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday) Customer success is the foundation of business success. 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 . 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. 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. Optimize customer experience by effectively utilizing the CRM. As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. 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!

• Casual dress
• Company events
• Company pension
• Employee discount
• On-site parking
• Referral programme
• Stage 1 Initial Conversation- A short telephone conversation with a member of our Talent Team.