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 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.