Customer Retention Specialist

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The Opportunity

We're looking for a Customer Retention Specialist, working in the Financial Services industry in Tampa, Florida, United States.

  • Retains merchant accounts by assessing and responding to merchant concerns including rates, fees, contract terms, processing solutions, and/or service issues
  • Answers inbound calls via ACD, from merchants, IPOS’ partners, and internal call transfers
  • Accesses, understands and documents multiple CRM systems to retrieve account information, billing information, transaction records, and terminal details
  • Maintains work queue and complete assigned work within published SLA
  • Makes outbound calls to customers that may require additional research and assistance.
  • Identifies and escalates caller complaints to the appropriate internal teams, supervisor and/or management staff
  • Communicates and analyzes merchant pricing, submit rate reviews, and present pricing recommendations to merchant
  • Reduces company liabilities by retrieving non-active equipment
  • Creates appropriate tickets in CRM to close and bill merchant accounts
  • Handles multiple projects, work in a fast-paced environment and meet deadlines.
  • Categorizes and reports merchant trend closures to management.
  • Works and meetings on time
  • Ensures work responsibilities are covered when absent
  • Listens to evaluate merchants’ needs then offers solutions that meets their needs.
  • Offers ideas and suggestions to improve merchant interactions and process resulting in increased merchant retention
  • Approaches peers and management in a tactful manner
  • Reacts well under pressure
  • Treats others with respect and consideration regardless of their status or position
  • Accepts responsibility for own actions
  • Follows through on commitments

We are offering Competitive Compensation and Benefits.

Our Client
Our client was founded in 1990. Today it finds great opportunities for people from coast to coast. Independent and uniquely talented people like you. A-players looking for first-rate places to call home.

Their focus is on growth companies. Serious growth. Wear your running shoes. Pack your lunch. Who needs lunch when there is cool work to do? I can’t wait for tomorrow. Growth companies.

Do you need help finding the right fit? Connecting with like-minded out-of-the-box thinkers? Finding the door to the place where you are valued and recognized? We know the door. Let us help you get inside.  

Experience Required for Your Success
  • High School diploma is required
  • 2- 3 years of call center experience
  • 2+ years Merchant Services experience is preferred
  • Business to Business (B2B) experience is preferred
  • Previous experience in a retention or escalations is preferred
  • Sales experience with excellent verbal and interpersonal skills is preferred
  • Ability to meet or exceed quotas is preferred
  • Bilingual in verbal and written communication is preferred
  • Ability to probe and identify customer issues is preferred
  • Proficient knowledge of CRM systems (IE: Sales Force) is preferred
  • Proficient computer knowledge including Microsoft Word, Excel, and Outlook is required
What Do You Think?

Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible? Apply here.

Not exactly? Join Our Talent Community, and we'll let you know of additional opportunities.


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