Customer Retention Representative

Job Summary

A company is looking for a Customer Retention Representative to focus on retaining and expanding business within their current merchant customer base.

Key Responsibilities

• Retain accounts by resolving issues and educating merchants on the value of remaining with the company
• Maintain knowledge of processing rate structures and collaborate with departments to address merchant concerns
• Identify root causes of dissatisfaction and suggest process improvements to reduce account closures

Required Qualifications

• 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
• Ability to balance assertiveness and empathy when negotiating with customers
• Demonstrated ability to achieve and exceed goals and objectives