Job Description
Customer Solutions Rep, Associate
locations
US – Remote
time type
Full time
job requisition id
JR100678
Customer Solutions Representative, Associate
North American Bancard – Remote
North American Bancard, and our family of companies, are committed to making it as easy as possible for businesses to grow through innovations in credit card processing, ecommerce, mobile payments and more. Our mission is to be the easiest payments company to do business with, bar none.
The primary focus of the Customer Solutions Associate is to retain our merchant customers seeking to cancel service with NAB and to help generate sales by placing outbound calls to former merchants to earn their business back to NAB.The ideal candidate for this role is experienced in retaining customers as well as negotiating successful outcomes in a win-back environment.
What Youll Do:
- Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with NAB. 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, and escalate issues appropriately to ensure immediately resolution
- Educate merchants on the 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 merchants concerns.
- Determine the root cause of merchant dissatisfaction if cancellation is inevitable.
- Make suggestions to management for improving processes to reduce account closures.
What we need from you:
- High School Diploma or equivalent required. Some college coursework preferred.
- Minimum one (1) year experience in a call center environment required
- Minimum one (1) year experience as a Sales, Retention, or Loyalty Representative preferred.
- Must be able to balance assertiveness and empathy when negotiating with NAB customers.
- Demonstrated ability to make independent decisions based on customer needs.
- Excellent oral and written communication skills.
- Demonstrated ability to achieve and exceed goals and objectives.
- Ability to provide a delightful experience to our customers during times of adversity.